Job Details

MOKA is seeking a hands-on Level 2/3 Help Desk Technician who also serves as a Workflow / Process Automation Specialist. This role supports end users across multiple sites, mainly Microsoft 365 and Windows Servers/Workstations while designing and maintaining automations that streamline business operations. You’ll troubleshoot complex issues, reduce recurring tickets through root-cause fixes and documentation, and build practical workflow solutions using Microsoft Forms, Power Automate, and the broader Microsoft 365 ecosystem. Experience with NetSuite, UKG Ready, and finance-adjacent workflows is strongly preferred.

Key Responsibilities

Tier 2/3 Help Desk & End-User Support

• Provide Tier 2/3 technical support for Windows devices and common business applications, escalating appropriately when needed.
• Troubleshoot escalated Microsoft 365 issues including Outlook/Exchange, Teams, SharePoint, OneDrive, licensing, and identity/access problems.
• Support user onboarding/offboarding: account provisioning, group membership, access control, and device readiness.
• Perform root cause analysis on recurring issues and implement permanent fixes where feasible.
• Create and maintain clear documentation (knowledge base articles, SOPs, “how-to” guides), and improve support workflows.
• Communicate clearly with end users and stakeholders, setting expectations and providing timely updates.
• Participate in continuous improvement of IT operations: ticket hygiene, SLAs, escalation paths, and standard configurations.

Workflow Automation & Process Improvement (Power Platform Focus)

• Build, maintain, and improve workflows using Power Automate (cloud flows), integrating with Microsoft 365 and third-party systems.
• Create intake and data collection solutions using Microsoft Forms (and/or Microsoft Lists where appropriate) and route submissions through automated processes.
• Develop and maintain SharePoint Lists/Libraries, permissions models, and automation-ready structures (metadata, ownership, governance).
• Collaborate with business teams to map processes, identify bottlenecks, and translate requirements into reliable automation solutions.
• Implement approvals, notifications, scheduled jobs, alerts, and self-service workflows that reduce manual work and errors.
• Monitor flow health, troubleshoot failures, manage run history, and implement robust error handling, logging, and alerting.
• Maintain documentation for automations: flow diagrams, ownership/permissions, change notes, and operational runbooks.