Helpdesk Support Technician

NCQA is hiring a Helpdesk Support Technician to support the IT Operations team with end-user technical assistance and day-to-day help desk coverage. This onsite role provides Tier 1 and Tier 2 support for incidents and service requests, alongside Microsoft 365 administration and practical support for workplace technology.

Role Overview

In this position, you will help users through phone, email, remote tools, and in-person support, while maintaining ticket flow to meet established Service Level Agreements (SLAs). You will also support meeting room technology, manage laptop provisioning for new hires and replacements, and assist with user onboarding and offboarding activities.

What You’ll Do

• Deliver Tier 1 and Tier 2 technical support and troubleshooting for end-user incidents and service requests through phone, email, remote support, and in-person assistance.
• Manage and prioritize help desk ticket queues to support timely resolution and SLA compliance.
• Support conference room technology and meeting services, including setup, monitoring, and troubleshooting of audio-visual equipment.
• Coordinate with external AV vendors to resolve issues and maintain system reliability.
• Provision and issue laptops and other end-user devices for new hires and replacement cycles aligned to organizational hardware refresh standards.
• Assist with onboarding and offboarding, including user account provisioning and deprovisioning, service account management, distribution groups, shared mailboxes, and access permissions.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Troubleshoot device, application, identity, and access issues involving Microsoft Entra, Microsoft 365, and endpoint management platforms.
• Maintain a strong customer service focus by communicating technical information clearly and supporting a positive user experience.

Required Qualifications

• Bachelor’s degree in Information Systems/Computer Science or related discipline, or equivalent years of experience.
• 2+ years of Desktop Support, Help Desk, or IT Support experience.
• Experience with ticketing/help desk systems and solving technical issues.
• Microsoft 365 administration.
• Experience provisioning and deploying Windows laptops.
• AV equipment experience, including Microsoft Teams Room and Crestron.
• Ability to work independently while collaborating effectively in a team setting.
• Strong customer service and problem-solving skills.
• Ability to work an 8-hour shift on-site.

Preferred Certifications

• ITIL Certification, Azure Admin Cert, CompTIA A+, Network+, or similar certification.

Onsite Schedule

• 3-4 days/week in office support.

Compensation and Benefits

• New hires: $70,000 - $78,000 per year depending on experience.
• Eligible for an annual incentive bonus, payable in accordance with policy.
• Click here for employee benefit information.

Technology Stack

• Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
• Microsoft Entra, endpoint management platforms
• Microsoft Teams Room, Crestron
• Windows
• ITIL, Azure Admin Cert, CompTIA A+, Network+