Help Desk Support Engineer

HSO is built on 'who we are' not 'what we are'. Our people are our most important asset. In delivering world-class Microsoft solutions, our customers expect to have the best people, skilled appropriately, working for them. As such, the US team of HSO strives to provide world-class IT support to the US-based employees add is looking to add a Help Desk Support Engineer to the growing team.
Reporting to the Director, IT Infrastructure, the Help Desk Support Engineer will be a collaborative and confident professional with exceptional attention to detail. The Help Desk Support Engineer will support various areas of IT including internal production infrastructure, roll-out and maintenance of development and demonstration environments and long-term projects which result in efficiency gains in both feature sets and technology.
As a Help Desk Support Engineer you can expect to...

• Provide first-level User and workstation support to internal and remote users
• Perform new hire account configuration and workstation allocation
• Diagnose, troubleshoot, and resolve hardware, software, and network issues, guiding users through step-by-step solutions
• Respond to service requests, incidents, and alerts in a timely and professional manner
• Work with Active Directory and Microsoft 365 to provide access to resources such as SharePoint Online, Teams, Exchange Online, OneDrive for Business, and demonstration / test environments hosted internally and on Microsoft Azure
• Conduct maintenance of development, Test, Demo, and Production Windows Server environments
• Manage the lifecycle of laptops including returned equipment, to ensure we maintain a stock of equipment and regularly recycle and securely dispose of unused equipment
• Perform inventory management; Assist in purchasing for the IT department
• Implement server and networking configuration, upgrades, and maintenance as needed
• Maintain a clean and neat working environment in the office

You're great at:

• Building relationships with colleagues through clear and professional written and verbal communication
• Explaining technical concepts to non-technical users
• Identifying and addressing potential issues before they impact system performance
• Staying organized and self-driven managing multiple priorities effectively and efficiently
• Ensure all support requests are documented and tracked for future reference, detailing or documenting solutions, and maintaining accurate information
• Following instructions and taking responsibility/initiative and get things done the "right" way
• Collaborating with other team members to develop and implement proactive solutions
• Investigating problems to establish real or hidden causes while also providing clear and concise updates on the status of support tickets
• Solving complex problems with creative solutions
• Providing excellent customer service, managing expectations, and delivering on commitments
• Learning new concepts quickly and thoroughly
• Staying updated on industry trends, security, and emerging technologies in the consulting space
• Promoting the mission and Shared Values of our company

Requirements

• Bachelors Degree in Computer Science (or a related field)
• 2-3 years' experience working in a technical support capacity
• Microsoft 365 including Exchange Online, Microsoft Teams, OneDrive for Business; SharePoint, etc.
• Experience with: Microsoft Multifactor Authentication (MFA), PowerShell scripting, On-Premises Active Directory, and Azure Active Directory
• Basic DNS, DHCP, RDP, VPN
• Strong understanding of Microsoft technologies, including Windows Server, Active Directory, Office 365, and Azure.
• Hardware: Printers, server and workstation components, (RAM, Hard drives, etc), switches and firewall concepts
• Windows Server and Workstation configuration and administration in a domain environment
• Laptop/Desktop support in an Azure domain environment
• A strong passion for IT with enthusiasm in helping others, ensuring a positive customer experience
• The ability to lift equipment up to 40 lbs. (servers, shipments, boxes of old equipment, etc.)

Benefits
We offer competitive pay with and performance-based bonus. Our employees also enjoy unlimited paid time off and a flexible and affordable benefits program designed to help you be and stay well, including: medical, dental & vision coverage, flexible spending accounts, health reimbursement account, and a 401(k) plan with a company match. Additionally, you'll have the benefit of working alongside enthusiastic and energetic teammates in a dynamic and thriving environment.
HSO is an Equal Opportunity Employer.
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