IT Helpdesk Engineer - Corporate Services (all genders) (Any location in the USA)

Tenthpin•Sandy Springs, GA

1d•Remote

About The Position

This role can be based out of any location in the US. You must be an official resident in the employment country to be considered for this role. Tenthpin is looking for a proactive and customer focused IT Helpdesk Engineer to provide high quality 1st and 2nd line support across our remote-first global user base. As an IT Helpdesk Engineer, you will have significant hands-on experience supporting Microsoft 365 applications and infrastructure, Windows, Microsoft Intune and common desktop software. Previous use of ITSM tools is expected, knowledge of Jira Service Management would be beneficial. You will play a key role in resolving technical issues, improving user experience, and contributing to the continuous enhancement of IT services. Previous experience in a similar role is essential, as are excellent written and verbal English language skills. Alongside day-to-day tickets, remotely onboarding and offboarding new Colleagues, there is the opportunity to work on small projects to improve our infrastructure.

Requirements

Minimum of 5 years of experience in similar role(s)
Experience managing M365 and Windows desktop in a remote Company
Excellent problem-solving and analytical skills
Strong English written, and spoken communication along with interpersonal abilities
Experience with automation tools and scripting languages (e.g., PowerShell)
Hands-on management of Microsoft Intune for MDM & MAM
Management of small internal projects, liaising with external vendors

Nice To Haves

Knowledge of security products such as Microsoft Sentinel, Defender and DLP would be advantageous
Experience managing Windows 365 Desktop environments

Responsibilities

Act as the first point of contact for all incoming IT support requests via Jira Service Management
Log, triage, and prioritise incidents and service requests according to SLAs
Provide remote support for end user issues related to:
Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint etc.)
Windows 11 OS
Email, Teams, and collaboration tools
Hardware troubleshooting (laptops, peripherals, mobile devices)
Guide users through fixes and provide clear communication on ticket progress
Troubleshoot more complex issues related to:
Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot)
Microsoft 365 administrative tasks (user setups, permissions, license assignments)
Windows system troubleshooting and endpoint configuration
Escalate issues to senior technical Colleagues, when required and collaborate on resolution
Contribute to problem management by identifying recurring issues and proposing permanent fixes
Ensure compliance with IT policies, security standards, and best practices
Collaborate with IT team members to support enterprise SaaS applications and services