Service Desk Support Specialist

Based in Houston, Viridien seeks a Service Desk Support Specialist to deliver onsite Tier 2 IT support for end-user devices, Microsoft 365 and identity services, and a hybrid infrastructure. The role emphasizes solving both straightforward and intricate issues while maintaining high customer satisfaction and ensuring operational stability.

Responsibilities

• Diagnose and resolve a range of Windows desktop, laptop, and mobile device issues, from simple to complex.
• Support Microsoft 365 services, including Outlook and Exchange Online mail flow, profiles, and permissions.
• Assist with Microsoft Teams for calling, meetings, and client issues.
• Provide support for OneDrive and SharePoint Online, covering sync, access, and permissions.
• Resolve identity and authentication issues such as 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 and Azure Active Directory / Microsoft Entra ID.
• Support user lifecycle processes including onboarding, role changes, and offboarding.
• Assist with Hybrid Azure AD Join and device registration issues.
• Support administration and monitoring of Windows Server on-premises, as well as Azure and Microsoft 365 services.
• Monitor and support Azure AD Connect, on-prem AD, file and print services, and backup and recovery jobs.
• Apply patches, updates, and configuration changes in accordance with change management procedures.
• Support virtualization platforms such as 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 roles.
• Strong experience supporting Windows endpoints in an enterprise environment.
• Working knowledge of Microsoft 365 and hybrid identity concepts.
• Hands-on experience with Active Directory user and group management.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience using ticketing systems and documenting technical solutions.
• Strong communication and customer service skills.

Technologies

• Windows
• Windows Server
• Microsoft 365
• Exchange Online
• Outlook
• Microsoft Teams
• OneDrive
• SharePoint Online
• On-prem Active Directory
• Azure Active Directory / Microsoft Entra ID
• Azure AD Connect
• Hyper-V
• Active Roles
• Intune
• Conditional Access
• PowerShell

Job Details

The Service Desk Support Specialist provides Tier 2 technical support across end-user devices, enterprise applications, and hybrid infrastructure. The role centers on troubleshooting complex issues, supporting Microsoft 365 and identity services, and maintaining a high level of customer satisfaction while contributing to operational stability and ongoing improvements.

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

Core Competencies

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

Our Hiring Process

Viridien is committed to a respectful, inclusive, and transparent recruitment experience.

Due to a high volume of applications, we may not provide individual feedback to every applicant. Candidates whose qualifications closely match the role criteria will be contacted for an interview. We aim to share personalized feedback with those progressing to the first round and beyond.

We are dedicated to ensuring the hiring process is accessible to all. If you require reasonable adjustments to participate fully in the application or interview stages, please contact your recruiter directly.

We value diversity and are committed to equal employment opportunities for all professionals.