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Responsibilities
MetroSys is seeking a customer-focused Help Desk Technician I to provide frontline technical support for a growing and modern end-user environment. This role is responsible for supporting users across Windows, Microsoft 365, JumpCloud, and endpoint technologies while delivering exceptional customer service and timely issue resolution.The ideal candidate has experience supporting end users in cloud-first environments and is comfortable troubleshooting common workstation, account, and productivity application issues. This position offers an excellent opportunity for someone looking to grow their IT career while gaining exposure to modern identity management and endpoint management platforms.Key ResponsibilitiesProvide Tier 1 technical support for end users via ticketing systems, phone, email, and remote support tools.Troubleshoot and resolve issues related to:Microsoft 365 applications and servicesWindows 11 operating systemsMacBook and Dell endpoint devicesUser account access and authenticationBasic endpoint and application issuesAdminister user accounts and permissions within JumpCloud.Support password resets, account provisioning, deprovisioning, and user lifecycle activities.Assist with endpoint monitoring, patching, and device management through JumpCloud.Support Microsoft Entra ID-connected environments and assist with identity-related troubleshooting.Document incidents, requests, and resolutions within the ticketing platform.Escalate complex issues to senior technical teams when appropriate.Assist with workstation deployments, hardware replacements, and onboarding activities.Support continuous improvement efforts related to service delivery and user experience.Required Qualifications1–3 years of experience in a Help Desk, Service Desk, or Desktop Support role.Experience supporting:Microsoft 365Windows 11End-user devices and peripheralsFamiliarity with:User account administrationPassword managementBasic identity and access management conceptsStrong troubleshooting and customer service skills.Excellent written and verbal communication abilities.Ability to prioritize and manage multiple support requests effectively.Preferred QualificationsExperience with JumpCloud for:User managementPassword administrationEndpoint monitoringDevice patching and managementExperience supporting MacOS and Windows environments.Familiarity with Microsoft Entra ID (Azure AD).Experience working with Jira Service Management or Jira ticketing systems.Basic Jira administration or configuration experience is a plus.Experience supporting SaaS-based business environments.MetroSys is a San Diego based company that specializes in I.T. Professional Services, Staffing & Recruiting for some of the largest companies around the globe. We offer a competeitve salary and benefits package to all of our full time employees. Great people. Great Company. Great Culture. Work-life balance? Yes! Work hard, play hard. At MetroSys we believe it’s important that we enjoy what we do. Over the course of the founders’ careers, they have worked for some of the best companies in the world and there were three key elements that crystalized:Commitment to the customerBelief in the productImpact of company cultureAt MetroSys, we believe these three items are necessary for our success. MetroSys has carefully crafted its team of highly skilled talent by not only hiring industry experts, but by selecting people that share our view on company culture. Our core values include teamwork, integrity, accountability, & embracing diversity. Think you have what it takes to join our team? Apply Today!
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