Desktop Support Technician

Willoughby Industries Inc. offers an onsite IT environment where you can support real users in real time. This entry level Desktop Support role supports a team of colleagues with first-line, in-person help, covering day-to-day troubleshooting, workstation support, and Microsoft cloud account and collaboration needs. You’ll have the opportunity to grow your skills across desktop, printers, local networking, and Microsoft 365 services while working from our Indianapolis location.

What you’ll do

• Serve as the first point of contact for team members seeking in-person desktop support.
• Manage hardware deployments and support local network and printer troubleshooting.
• Handle day-to-day user lifecycle tasks in Microsoft Entra ID (Azure AD) and Office 365, including password resets, account unlocking, and basic license management.
• Provide basic knowledge support for OneDrive for Business and SharePoint Online.
• Diagnose and resolve desktop hardware and software issues on Windows 11 (and macOS, if applicable).
• Own local and network printer troubleshooting and help with workstation setups.
• Assist users with basic connectivity issues, including Wi-Fi, LAN, and home-routing issues for remote staff.
• Follow documentation and escalate more complex problems when needed.

What you bring

• 1+ years of IT experience (Help Desk, Desktop Support, or Geek Squad/retail tech) or an Associate’s degree or Certificate program in a technology field.
• Working knowledge of the Microsoft Cloud Ecosystem, including how Office 365, Microsoft Entra ID, Intune, OneDrive, and SharePoint relate.
• Strong troubleshooting instincts, including the ability to research, test, and apply fixes methodically when you see an error or sync issue.
• Communication skills with exceptional patience, empathy, and clarity for non-technical users dealing with account and file access problems.
• Eagerness to learn, including staying current with changing cloud technologies and updated documentation practices.

Tools you’ll work with

• Microsoft 365, Microsoft Entra ID (Azure AD), Intune, Office 365
• OneDrive for Business, SharePoint Online
• Windows 11, macOS
• PowerShell

Benefits

• 401(k) with matching
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Employee assistance program

Nice to have

• CompTIA A+ certifications
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Basic familiarity with PowerShell script execution

Work location and travel

• Fully onsite role at the Indianapolis 78th street office.
• No remote or work-from-home options available.
• Occasional light travel required.
• Based in Indianapolis, IN 46268 (commute required).