Microsoft 365 Helpdesk Technician

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as an Microsoft 365 Helpdesk Technician. In this role, you will be supporting impactful projects that make a difference for our country.

 

The M365 Helpdesk Technician position is responsible for critical day-to-day support of users, devices, and systems (cloud-based). There may be some work with Azure AD Connect and related tools, so familiarity with the on-prem integration into the cloud is needed. Additionally, this position will play a key role in the planning, designing, testing, and deploying of the next technologies for the business. The Engineer will possess and maintain expertise in various platforms utilizing that knowledge to support, inspire, and inform customers, coworkers, and strategic partners on innovative solutions.

Knowledge, Skills, and Abilities:

• Knowledge of technology components including but not limited to:  Windows Desktop Operating System, Mac OS, Microsoft Office Desktop Suite including Microsoft Teams, Exchange
• Online, SharePoint, OneDrive, and Microsoft Dynamics CRM
• Ability to help implement related technologies and understand their dependencies in complex enterprise environments.
• Professional with excellent communication skills, written and verbal.
• Willingness to learn and grow in the technology. Our vision for this role is a starting point into growth to the engineering level.
• Effectively articulate escalations and communicate progress to stakeholders.
• Has ownership stake in the successful technical delivery of complex projects in large enterprise environments.
• Has ownership stake in the delivery of the scop while assisting in managing customer expectations.
• Must have the ability to proactively respond to internal/external questions and collaborate across internal/external teams.
• Will be able to problem solve efficiently within the specific area of expertise and suggest process improvement or standardization as requested and/or directed.
• Knowledgeable in the specific area of expertise to demonstrate a proactive approach to help customers make basic decisions around features and capabilities with the option of identifying and referring additional products or services within the specific areas of technical competence if needed and/or required for the customer.

Essential Duties

• Surface and resolve day-to-day support issues on desktop/end-user support, application, and back-end systems.
• Data Collection as needed and/or required for documentation purposes for technology, services and resources added to Team OneNote Notebook for centralized visibility and reference.
• Might be Responsible for office space hardware configuration for users returning on site.
• Will communicate as needed and/or required to third-party vendor support to accomplish needed activities.
• Responsible for IT Helpdesk Management to include monitoring and reporting as required with a service objective of same day response time.
• Will attend requested IT Department Status & Strategy meetings and will need to provide the IT Director with reporting on active tickets, end user technology feedback, and any potential trending end user facing technology issues.
• Will maintain the ticketing system and work through ticket escalations as they come in.
• Assist with implementation of new workloads.
• Respond to, and resolve/manage, all computer/mobile issues as needed.
• Will maintain and demonstrate through work performance a thorough understanding of existing and emerging Endpoint and Office 365 technologies.
• Performs special projects and other duties as assigned.

Education, Experience and Certifications:

• Bachelor’s Degree is preferred with 3+ years of IT experience and service desk experience, or similar background.
• Desktop OS:  Must have thorough knowledge of Microsoft and Mac operating systems for the purpose of installing, troubleshooting, and upgrading those systems.
• Related Microsoft 365 Administrative and configuration certifications