Senior Help Desk Technician

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Senior Helpdesk Technician

We are seeking a Senior Helpdesk Technician to join a rapidly scaling, engineering-focused organization. This role is highly hands-on and centers on solving advanced end-user issues, managing endpoints through Microsoft Intune, and administering identity and access within Azure / Entra ID.

You’ll partner closely with engineering, manufacturing, and operations teams to support the critical systems that power day-to-day work, including CAD, CAM, and CFD applications. In addition, you’ll play a key role in strengthening IT operations through effective onboarding and offboarding, asset lifecycle management, and mature IT service management practices.

This position is well-suited for someone with strong technical expertise, excellent communication skills, and prior experience supporting industrial, manufacturing, or engineering environments someone who takes pride in keeping both systems and users running smoothly.

Key Responsibilities

• Deliver Tier 2 and Tier 3 support for Windows and Linux users across both engineering and corporate functions.
• Configure, manage, and maintain Microsoft Intune for endpoint deployment, patching, compliance enforcement, and security.
• Administer Azure / Entra ID, including user identities, MFA, and conditional access policies.
• Manage user access and permissions across Microsoft 365 services such as Exchange, Teams, and SharePoint.
• Provide support for engineering software platforms including CAD, CAM, and CFD tools (e.g., SolidWorks, CATIA, ANSYS, Siemens NX).
• Own the onboarding and offboarding process, including account provisioning, system setup, and hardware recovery or redeployment.
• Maintain accurate asset and license tracking, leveraging ManageEngine or comparable asset management platforms.
• Participate in ITSM processes, including incident resolution, service requests, and change management.
• Collaborate with systems and network teams to resolve escalations and drive continuous improvements.
• Support secure and regulated environments, such as GCC High or similar (experience preferred).
• Create and maintain clear documentation, SOPs, and runbooks for systems and recurring procedures.

Basic Qualifications

• 4 years of experience in IT support, desktop support, or helpdesk roles, including senior-level or Tier 2–3 responsibilities.
• Strong hands-on experience with Microsoft Intune, Azure / Entra ID, and Microsoft 365 administration.
• Solid experience supporting Windows and Linux operating systems.
• Deep understanding of endpoint management, device compliance, and identity/access controls.
• Prior experience supporting engineering or manufacturing environments, including specialized software tools.
• Proven troubleshooting ability with a proactive, service-oriented approach.
• Strong written and verbal communication skills with attention to documentation and process quality.

Preferred Skills and Experience

• Background supporting manufacturing, engineering, or industrial organizations.
• Experience working within secure or regulated environments such as GCC High.
• Familiarity with ITSM and asset management tools (ManageEngine, ServiceNow, or similar).
• Working knowledge of PowerShell or scripting for automation and reporting.
• Relevant certifications such as Microsoft 365 Modern Desktop Administrator (MD-100 / MD-101) or equivalent.

Additional Requirements

• Flexibility to work extended hours or weekends when business needs require.