Help Desk Technician I
$49,920–$65,000 year
On-siteEmeryville, California, United States
Job Summary
Resolve help desk tickets quickly and accurately to support a low average resolution time, responding promptly to user requests via phone, email, remote support, and in-person channels. Monitor ticket queues proactively to identify recurring issues and prevent avoidable service delays, owning service requests from intake through resolution with clear updates. Deploy and configure Windows PCs using Microsoft Autopilot, while troubleshooting Microsoft 365 access, synchronization, collaboration, email, and productivity issues. Support mobile smart devices accessing the E2 network for configuration and connectivity, documenting all troubleshooting steps and resolutions in the ticketing system. Perform additional IT support duties as assigned while maintaining responsive, customer-focused service.
Required Qualifications
- 3–5 years of help desk experience supporting users in a Microsoft 365 environment
- Track record of meeting ticket response and resolution expectations
- Proactive mindset with strong prioritization, follow-up, and problem-solving skills
- Hands-on support experience with Teams, OneDrive for Business, Office, SharePoint Online, and Exchange Online
- Experience troubleshooting Microsoft 365 access, sync, email, collaboration, and productivity issues
- Working knowledge of Microsoft Entra ID, Intune, and endpoint support fundamentals
- Experience deploying and configuring Windows PCs using Microsoft Autopilot
- Ability to support mobile smart devices that access company network resources
- Strong communication skills with a customer-focused, calm, and professional support style
- Ability to document issues, resolutions, and follow-up actions clearly in the ticketing system
- Expected to be on-site five days per week
- Lift 40 lbs. boxes
- Verbal, auditory, and written capabilities to effectively communicate in an articulate manner
- Clarity of vision at varying distances
- Dexterity of hands and fingers to operate a variety of standard office equipment
- Drug Free Workplace
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