OVERVIEW:
Reporting directly to the IT Manager Cloud and Security, we are seeking a Level One IT Helpdesk Technician with expertise in Office 365 to join our dynamic IT team. This role offers an exciting opportunity for a motivated individual to contribute to our mission while gaining valuable experience in a fast-paced environment.
As a member of the team, the Help Desk Technician will support an organizational culture that cares for other’s well-being through best practices in health and safety, in addition to the company’s values of respect, resilience, safety and teamwork.
RESPONSIBILITIES:
- Provide first-level technical support to end-users via phone, email, and chat.
- Troubleshoot and resolve hardware and software issues related to Office 365 applications.
- Assist in the setup, configuration, and maintenance of Office 365 accounts and workstations.
- Collaborate with the IT team to escalate complex issues and ensure timely resolution.
- Perform user account management tasks.
- Monitor and respond to IT helpdesk tickets, ensuring timely resolution and accurate documentation.
- Assist in the creation and maintenance of technical documentation and knowledge base articles.
- Participate in IT projects, including system upgrades, migrations, and deployments.
- Stay current with industry trends and emerging technologies.
- Other duties as assigned.
Training / Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
- 3-5 years proven experience providing technical support in an IT helpdesk environment.
- Strong proficiency in troubleshooting and resolving Office 365-related issues.
- Familiarity with Microsoft Office 365.
- Knowledge of Active Directory, Exchange Online, SharePoint and Teams
- Excellent communication and customer service skills.
- Ability to work effectively both independently and as part of a team.
- Detail-oriented with strong problem-solving abilities.
- Certifications such as CompTIA A+ or similar are a plus.
Working Conditions:
- Office environment/working from home/plant environment (hot, cold, dusty, noisy etc.)
- Hybrid with 3 days on-site at our Houston, TX location
