Blue Chip Talent, in partnership with a technology-driven organization, is seeking a skilled Help Desk Specialist. This role is responsible for resolving escalated technical support issues, troubleshooting Microsoft 365 and networking environments, and maintaining efficient ticket management processes. The ideal candidate brings hands-on experience supporting enterprise users across hardware, software, and cloud-based systems.
Job Duties
- Receive and manage escalated tickets from L1 Help Desk agents, ensuring prior troubleshooting steps are documented accurately
- Investigate and resolve complex technical issues involving user access, Microsoft 365 applications, connectivity, endpoint devices, and system configurations
- Monitor and manage ticket queues within ServiceNow or similar ITSM platforms to ensure timely routing and resolution
- Troubleshoot Windows 11 systems, Microsoft 365 environments, Active Directory, Azure AD, and related infrastructure components
- Escalate unresolved incidents to L3 or specialized IT teams with detailed diagnostic findings and supporting documentation
- Maintain communication with end users throughout the ticket lifecycle to provide status updates and resolution guidance
Skills Required:
- 2–4 years of experience in help desk, desktop support, or technical support environments
- Experience supporting Windows 11 operating systems
- Networking troubleshooting experience is a must
- VoIP / telephone systems support experience is a must
- Experience working as a Level 2 escalation point and supporting/helping mentor Level 1 support staff
- Hands-on experience with Active Directory and Azure AD administration
- ServiceNow experience
- Intune experience
- Jamf MDM exposure
- Experience supporting cloud-based Azure environments
