Service Desk Support Specialist

Overview: At Soteria, we set you up for job success right from the start.

Service Desk Specialist 

Soteria LLC is looking for a Service Desk Specialist to support our customer environment. 

Role Overview: 

As a Service Desk Specialist, you will be responsible for managing and supporting our clients’ M365 environment by providing support in various MS admin portals. You will provide support in the M365 admin center (Online Exchange, SharePoint, MS Teams), MS Entra ID (Users, groups, and devices), and Intune (Basic level, troubleshooting user logs, autopilot understanding). You will work closely with the Azure support team and will have a chance to increase your knowledge regarding Azure resources. 

Role Responsibilities: 

• Troubleshooting and Problem Resolution: Diagnosing and resolving technical issues with computer hardware, software, and peripherals. 
• Incident Management: Logging, prioritizing, and documenting incoming service requests and incidents. 
• Customer Support: Providing technical support to users via ticketing system, phone, email, answering questions, and offering assistance. 
• Escalation: Identifying and escalating complex issues to higher-level IT support when necessary. 
• System Maintenance: Performing basic system updates, tests, and maintenance to prevent service interruptions. 
• Documentation: Creating and maintaining documentation for common IT issues and resolutions. 
• Knowledge Base: Contributing to the company's knowledge base by documenting solutions and best practices. 
• Communication: Communicating effectively with users and IT personnel to ensure clear information flow. 

Role Requirements 

To be successful in this role, you will need the following qualifications: 

• At least 3 years of experience in cloud administration and support (MS365 admin center, MS Entra ID). 
• Excellent communication, presentation, and problem-solving skills. 
• Strong documentation skills. 
• Microsoft certifications such as MS-900. 

Qualifications

• Daily demonstrates high value on customer service and support

• Ability to set daily priorities and multitask without constant oversight

• Deadline and detail-oriented

• Strong relationship and critical thinking skills

• Ability to speak clearly and confidently on technology strategy with our client organizations

• Have proficient written and verbal communication skills

Join our team at Soteria, where integrity, innovation, and initiative are the pillars of our culture. We believe in strong moral character, continuous improvement, and the courage to lead by example. We are committed to making a positive "impact" - we aim to make a difference in the lives of our customers, our team, and our industry. At Soteria, productivity is about doing the right things, not just doing more. We are committed to turning dreams into reality and empowering our team to succeed.

In addition to our values-driven culture, we offer a comprehensive benefits package for full-time employees, including Medical, Dental, Vision, Life, STD/LTD, a 401k plan, PTO and more.

Join us, and together, let's make a meaningful impact every day.