Junior Tier II Help Desk Agent

We’re seeking a customer focused Tier I Help Desk Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems—delivering a consistent, friendly experience to end users.

Key Responsibilities

• Frontline Incident Response
  
  o Answer support tickets and log all interactions in the ITSM system.
  
  o Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
  
  o Follow standard operating procedures (SOPs) and knowledge base articles.
  
• Microsoft 365 End User Support
  
  o Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
  
  o Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance).
  
  o Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
  
• Windows & Device Support
  
  o Troubleshoot Windows 10/11 login, profile and application issues.
  
  o Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
  
• Accounts & Access
  
  o Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks).
  
  o Provision standard access per role based access controls (RBAC) and approved workflows.
  
• Service Requests & Onboarding
  
  o Fulfill routine requests (software installs, license assignments, distribution list changes).
  
  o Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
  
• Knowledge & Documentation
  
  o Maintain accurate ticket notes and user communications.
  
  o Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
  
• Escalation & Collaboration
  
  o Escalate unresolved issues to according to SLAs.
  
  o Collaborate with systems administrators, network engineers, and security teams when required

Job Requirements


o    Bachelor’s degree from an accredited institution

o    0–2 years in an IT support/help desk role (or equivalent practical experience).

•    Working knowledge of: 

o    Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).

o    Windows 10/11 troubleshooting and user profile fundamentals.

o    Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).

o    Core networking concepts (DNS, DHCP, VPN) at a basic level.

•    Experience with an ITSM/ticketing tool.

•    Strong customer service, communication, and documentation skills.

•    Clear verbal/written communication; ability to explain technical concepts simply.

•    Time management and prioritization under SLA guidelines.

•    Attention to detail; consistent documentation practices.

•    A personal growth mindset—willingness to learn and improve.

Preferred Qualifications

•    Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.

•    Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).

•    Scripting exposure (PowerShell) for repetitive tasks.

Certifications 

•    A+ or Network+, Microsoft Certified: Azure Fundamentals (AZ 900), Microsoft 365 Certified: Fundamentals (MS 900). CompTIA Security+ or ability to obtain one prior to employment.  Microsoft AVD Certification highly desired


 We use E-Verify to confirm the identity and employment eligibility of all new hires.

Security Clearance



Secret

Certification Required

Job Type



Full-time

StratasCorp provides a complete compensation package with competitive wages and benefits that include medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off benefits, paid holidays, and a 401K Saving Plan with a company matching contribution.


StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.


 Apply to this Job


 Send to a Friend