What are the responsibilities and job description for the Help Desk Technician position at MetroSys?
Position Overview
MetroSys is seeking a reliable and customer-focused Help Desk Technician to support a Denver-based client with approximately 55 end users. This role will function as an extension of the client’s internal IT team, leveraging the client’s existing help desk infrastructure and ticketing systems to provide day-to-day technical support and device lifecycle management.
The ideal candidate is comfortable working in both Mac and Windows environments, has strong Microsoft 365 and Azure administration experience, and is experienced with ManageEngine ServiceDesk Plus.
Key Responsibilities
Provide Tier 1 and Tier 2 end-user support for approximately 55 users in a hybrid environment.
Utilize the client’s existing ManageEngine ServiceDesk Plus platform to manage and resolve support tickets.
Perform device lifecycle management, including imaging, provisioning, onboarding, and offboarding.
Administer and support Microsoft 365, including email, user management, and password resets.
Support Azure Active Directory user administration and access management.
Manage and support endpoints using Endpoint Manager and Jamf (Mac device management).
Troubleshoot hardware, software, connectivity, and application issues across Mac and Windows devices.
Coordinate with internal stakeholders and escalate issues when necessary.
Maintain clear documentation and ensure timely ticket updates and resolution.
Required Qualifications
3 years of experience in a Help Desk or Desktop Support role.
Hands-on experience with ManageEngine ServiceDesk Plus.
Strong knowledge of Microsoft 365 administration (Exchange Online, user provisioning, licensing).
Experience administering Azure Active Directory.
Experience with Endpoint Manager (Intune) and Jamf.
Comfortable supporting both Mac and Windows environments.
Strong customer service and communication skills.
Ability to work independently in a hybrid, part-time structure.
Engagement Details
50 hours per month (approximately 12–15 hours per week).
6-month initial term with high likelihood of extension.
Hybrid model: onsite presence as needed in Denver, with remote support capabilities.
Immediate start preferred.