Service Desk Technician (6913)

The Service Desk Technician provides day-to-day technical support to employees across a primarily Microsoft 365 environment. This role is responsible for resolving hardware, software, account, and access issues while delivering a responsive and professional support experience.

You will support the full employee technology lifecycle, including onboarding, equipment deployment, ongoing troubleshooting, and offboarding. The ideal candidate is customer-focused, organized, comfortable working independently, and able to recognize when an issue should be documented or escalated.

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Serve as a primary point of contact for employees seeking technical assistance, troubleshooting and resolving issues involving Microsoft 365, Windows, MacOS, desktop applications, hardware, peripherals, and connectivity.
• Support the full employee technology lifecycle by preparing and deploying equipment, provisioning accounts and access, assigning licenses, and completing onboarding and offboarding activities.
• Manage incidents and service requests from initial contact through resolution, maintain clear ticket notes and asset records, and keep employees informed throughout the support process.
• Escalate complex, recurring, security-related, or high-impact issues to the appropriate technical owner and help improve the overall support experience by identifying recurring problems, maintaining documentation, and creating knowledge articles and standard operating procedures.

What you’ll need to succeed:

• 1–4 years of experience in a service desk, help desk, desktop support, or similar technical support role
• Working knowledge of Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Experience supporting Windows desktops and laptops
• Experience troubleshooting common hardware, software, connectivity, printing, and peripheral issues
• Experience preparing and deploying laptops, monitors, docks, headsets, and other end-user equipment
• Familiarity with user account provisioning, access changes, password resets, and multi-factor authentication
• Experience supporting employee onboarding and offboarding activities
• Ability to document troubleshooting steps, resolutions, and equipment assignments accurately
• Strong customer service and communication skills, including the ability to explain technical issues in plain language
• Ability to prioritize multiple requests and manage work through a ticketing system
• Understanding of when to resolve, escalate, or involve another technical team
• Commitment to following security, privacy, and access-control procedures

Preferred Qualifications: 

• Experience administering Microsoft 365 through the Microsoft 365 admin centers
• Familiarity with Microsoft Entra ID, including users, groups, licenses, and authentication methods
• Experience with Microsoft Intune, Autopilot, or another endpoint management platform
• Experience supporting macOS, iOS, or Android devices
• Familiarity with SaaS application administration and access management
• Experience with IT asset inventory and hardware lifecycle management
• Basic understanding of networking concepts such as Wi-Fi, DNS, DHCP, and VPN connectivity
• Familiarity with ITIL concepts, incident management, and service request workflows
• Experience creating knowledge-base articles, standard operating procedures, or end-user guides
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals, or equivalent practical experience

SALARY RANGE: $55,000 - $65,000

The salary range for this position is determined based on qualifications, skills, and relevant experience. The final salary offered will be determined based on several factors including: 

• The candidate's professional background and relevant work experience
• The specific responsibilities of the role and organizational needs
• Internal equity and alignment with current team compensation
• This role is also eligible for additional compensation, subject to the terms and policies of MetroStar, which may include:
• Performance-based bonuses
• Company-paid training and/or certifications
• Referral bonuses