Help Desk Technician

Job Purpose: Provide support to the team members, members, and tenants on all IT related needs.  Provide effective and efficient technology solutions to meet the needs of Carr Workplaces, members and CarrAmerica.  This position works to provide technical leadership and to be a single point-of-contact service desk for all end user IT- related incidents and service requests.Duties:Provide first-level technical support to end-users via phone, email, and in-person.Travel in DC Metro area to support Carr Workplaces users and clients in a multi-tenant environment.Experience with Active Directory / Entra ID (Azure AD) – user management, password resets, group policy knowledgeAddress user tickets regarding hardware, software and networking.Walk members through installing applications and computer peripherals.Asks targeted questions to diagnose problems.Guide users with simple, step-by-step instructions.Conduct remote troubleshooting.Test alternative pathways until you resolve an issue.Customize desktop applications to meet user needs.Record technical issues and solutions in logs.Direct unresolved issues to the next level of support personnel.Follow up with clients to ensure their systems are functional.Report customer feedback and potential product requests.Help create technical documentations and manuals.Install and configure new IT equipment. Other duties as assigned. Core Competencies/Skill Sets:Strong knowledge of Microsoft 365 (M365) – including Exchange Online, SharePoint, OneDrive, Teams, and Intune.Experience with Active Directory / Entra ID (Azure AD) – user management, password resets, group policy knowledgeWindows and Mac OS environment troubleshooting skills – hardware, software, drivers, and peripherals.Basic network troubleshooting – connectivity, VPN, Wi-Fi issuesKnowledge of security best practices – MFA, phishing awareness, password policiesAbility to perform remote troubleshooting and provide clear instructions.Ability to organize, prioritize and manage multiple tasks and to meet deadlines with minimal supervision.Ability to work in high-pressure environment and act in a dynamic, problem solving capability to best service clients and the team.Evidence of being a team player and supportive colleague with strong interpersonal skills. Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role. Great communication skills and a customer-first mindsetAbility to demonstrate flexibility with changing priorities.