Job Description
Job Description
Job Summary:
We are seeking a skilled Helpdesk Technician to provide technical support for Microsoft-based networks, including on-premises infrastructure and cloud environments (Microsoft 365, Azure) and third-party applications such as Five9 cloud-based contact center platform. The ideal candidate will troubleshoot IT issues, assist end-users, and ensure system reliability across desktop, server, and cloud platforms.
Key Responsibilities:
End-User Support:
- Respond to and resolve IT support tickets via phone, email, and remote assistance.
- Troubleshoot Windows client OS issues (Windows 10/11).
- Assist users with Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
- Provide technical assistance to agents, supervisors, and administrators using Five9 by troubleshooting login issues, softphone connectivity, and call quality problems, reset user passwords, manage profiles, and assign appropriate roles/permissions.
Network & System Administration:
- Manage and troubleshoot Active Directory (AD), Group Policy (GPO), and DNS/DHCP.
- Support on-premises Windows Servers (2022).
- Assist in Microsoft Azure AD administration, including user provisioning and access controls.
- Maintain and monitor network connectivity (LAN/WAN, VPNs, Wi-Fi).
Cloud & Security Support:
- Create, manage, and delete user accounts in Microsoft 365 Admin Center & Azure AD.
- Assign and manage licenses for Microsoft 365 apps (Exchange, Teams, OneDrive, etc.).
- Configure and enforce Multi-Factor Authentication (MFA) for security.
Software & Hardware Troubleshooting:
- Install and configure Office 365 applications, Windows updates, and third-party software.
- Diagnose hardware failures (PCs, laptops, printers, peripherals).
- Provide basic PowerShell scripting support for automation.
Documentation & Training:
- Maintain accurate IT documentation (asset tracking, configurations, procedures).
- Create knowledge base articles for common issues and provide user training.
Qualifications & Requirements:
- 2+ years of IT support experience in a Microsoft environment.
- Hands-on experience with Active Directory, Microsoft 365, and Azure AD.
- Knowledge of Windows Server, DNS, DHCP, and GPO management.
- Understanding of network fundamentals (TCP/IP, VPNs, firewall basics).
- Familiarity with Intune, Exchange Online, and Microsoft security policies.
- Familiarity with Call Center phone systems, Five9 cloud-based contact center platform preferred.
- Strong troubleshooting skills and ability to work independently.
- Excellent communication and customer service skills.
Preferred Certifications (Not Required):
- Microsoft 365 Certified: Modern Desktop Administrator
- Microsoft Certified: Azure Fundamentals (AZ-900)
- CompTIA A+ or Network+
Job Type: Full-time
Location: Fully In-office in Boca Raton, FL
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Company DescriptionARW Home is here to help you feel at peace in your home. We're a family-owned, USA-based business, and we know how important it is to keep your loved ones safe, happy, and comfortable.
Our goal is to empower every homeowner with the coverage they need to feel confident, rain or shine. We understand that your home can be many things. A safe place. An investment. A reflection of you. And we know that when the appliances, systems, and other technology you depend on stop working, it can be a huge headache. That's where we come in.
Only ARW Home offers you comprehensive protection, professional accountability, and responsive service-all with a truly personal touch. Whether you've lived in your home for years or just bought it, our extensive lineup of products includes warranty plans for appliances and home systems, electronics protection plans, as well as water and sewer line plans. We'll make sure you get the coverage you need, just the way you want it.
ARW Home, The best protection for the unexpected.
Company Description
ARW Home is here to help you feel at peace in your home. We're a family-owned, USA-based business, and we know how important it is to keep your loved ones safe, happy, and comfortable.\r\n\r\nOur goal is to empower every homeowner with the coverage they need to feel confident, rain or shine. We understand that your home can be many things. A safe place. An investment. A reflection of you. And we know that when the appliances, systems, and other technology you depend on stop working, it can be a huge headache. That's where we come in.\r\n\r\nOnly ARW Home offers you comprehensive protection, professional accountability, and responsive service-all with a truly personal touch. Whether you've lived in your home for years or just bought it, our extensive lineup of products includes warranty plans for appliances and home systems, electronics protection plans, as well as water and sewer line plans. We'll make sure you get the coverage you need, just the way you want it.\r\n\r\nARW Home, The best protection for the unexpected.