What are the responsibilities and job description for the Desktop Support Engineer (M365) position at Mindlance?
Role: Support Engineer (M365)
Location: Chicago IL / Houston TX - Hybrid - 2 days onsite (days can vary based on team’s schedule)
Duration: 12 Months with opportunity for extension
Shift: 8 AM – 5 PM CST (may be work on evenings and weekends – must be open)
JD:
95% on the phone/ 5% walk to desk for support
Top Must-Have Skillsets
- End user support for MS Copilot, Outlook and Teams
- Experience w/ MS 365 and Office
Nice-to-Have Skillsets - Provide excellent customer service
- Stay organized , ability to work well in a high-volume environment
- Worked within various support ticketing system (volume: 200/mo.)
Job overview and responsibilities
Responsible for end-user desktop support, the evaluation, implementation, and ongoing support of various platforms (hardware, operating systems, software, and systems tools). Provide consultation and direct technical support in problem management, integration, and systems programming. Implement releases, upgrades, and/or changes into the environment. Ensure platform performance and availability meet design criteria and objectives through monitoring, timely service restoration, and tuning. Duties may include system implementation, system maintenance/administration, and troubleshooting and diagnostics.
- Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems
- Provide technical support, as needed, to the enterprise specifically around Copilot, Microsoft Office 365 and Microsoft Outlook
- Work directly with end users to troubleshoot and solve Copilot, Microsoft 365 and Microsoft Outlook related issues that have been escalated from the Service Desk
- Consult with other business units (e.g. application groups, DBAs, middleware, etc.) to configure platforms for product installation and ongoing support
- Design and document enterprise standards and procedures
- Ensure platforms/systems conform to established enterprise/industry standards (systems management, security, operating systems, etc.) and reference models
- Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures
- Monitor, manage, and tune platforms to ensure expected availability and performance levels are achieved
- Provide on-site, and on-call 7x24x365 support, as needed
- Coordinate activities with internal/external technology owners/service providers
- Plan and implement life cycle management of software and hardware• Keep abreast of industry and technology trends
- Understand technical/business requirements gathered from the business units
- Analyze, design, and document platforms/systems to meet enterprise requirements
- Install, customize, maintain, test, and troubleshoot operating systems and other systems software
- Configure, install, maintain, test, and troubleshoot hardware systems
- Required:
- Associate’s degree or industry certification in an applicable IT field or two years applicable experience supporting desktop applications, especially Copilot, M365 and Microsoft Outlook.
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.