Service Desk - IT Operations Support Specialist

Provide Tier 2 service desk support for end-user devices and enterprise Microsoft 365 and hybrid infrastructure in New York, NY.

Responsibilities

• Troubleshoot simple and complex issues on Windows desktop, laptop, and mobile devices
• Support Microsoft 365 services including Outlook and Exchange Online (mail flow, profiles, permissions)
• Support Microsoft Teams (calling, meetings, client-side issues)
• Support OneDrive and SharePoint Online (sync behavior, access, permissions)
• Investigate and resolve identity and authentication issues including password resets, MFA, and Conditional Access
• Troubleshoot VPN, remote access, and hybrid connectivity problems
• Manage user accounts, security groups, and permissions in on-prem Active Directory
• Manage user accounts, security groups, and permissions in Azure AD / Microsoft Entra ID
• Support user lifecycle tasks including onboarding, role changes, and offboarding
• Assist with Hybrid Azure AD Join and device registration issues
• Support administration and monitoring of Windows Server (on-prem)
• Support administration and monitoring of Azure and Microsoft 365 services
• Monitor and support Azure AD Connect
• Monitor and support on-prem AD
• Monitor and support File and print services
• Monitor and support Backup and recovery jobs
• Apply patches, updates, and configuration changes using change management procedures
• Support virtualization platforms (including Hyper-V) as needed
• Maintain system documentation and asset inventories
• Identify recurring issues and contribute to root cause analysis
• Support security initiatives including phishing response, account compromise remediation, and access reviews
• Participate in after-hours or on-call rotations as required

Requirements

• 2 to 4 years of experience in Tier 2 helpdesk, technical support, or junior systems administration
• Strong experience supporting Windows endpoints in an enterprise environment
• Working knowledge of Microsoft 365 and hybrid identity concepts
• Hands-on experience managing Active Directory user accounts and groups
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN
• Experience using ticketing systems and documenting technical solutions
• Strong communication and customer service skills

Preferred Qualifications

• Experience with Microsoft Entra ID, Azure AD Connect, or Active Roles
• Exposure to Intune, Conditional Access, or device compliance policies
• PowerShell scripting for basic administration or troubleshooting

Technologies

• Microsoft 365, Outlook, Exchange Online
• Microsoft Teams, OneDrive, SharePoint Online
• MFA, Conditional Access
• VPN
• Windows Server
• Azure, Azure AD Connect
• Active Directory, Azure AD / Microsoft Entra ID
• Hybrid Azure AD Join
• File and print services
• Backup and recovery jobs
• Hyper-V
• TCP/IP, DNS, DHCP

Core Competencies

• Strong troubleshooting and analytical skills
• Attention to detail and documentation discipline
• Professional communication with both technical and non-technical users

Location: New York, NY (onsite)
Compensation: USD 24–26 per hour
Experience: 2+ years
Company: Eze Software