Service Desk / Help Desk Technician (Cloud Operations - L1)

Contract Role (Long Term)

No C2C / Active Secret Clearance Required

The Opportunity :

We are seeking a Service Desk and Helpdesk Technician (L1 Support), supporting the modernization of IT services, leveraging the public cloud (Microsoft 365 and Intune), delivering managed, protected, security-centric and reliable End User Services on behalf of our Norfolk, VA based client.

Responsibilities will include :

• Oversee the M365 migration project, ensuring adherence to timelines, budgets, and quality standards.
• User Transition Management : Manage the distribution of hardware and software, facilitate account setups, and ensure a seamless transition for users to the new cloud environment.
• Training and Support Coordination : Organize comprehensive training programs for users, collaborating with trainers and IT support teams to address user needs effectively.
• Stakeholder Communication : Maintain open lines of communication with all business units, providing regular updates and addressing any concerns promptly.
• Reporting and KPI Management : Develop and maintain detailed project reports, track key performance indicators (KPIs) to assess project progress, identify areas for improvement, and ensure project objectives are met.
• Implement mechanisms for collecting and analyzing user feedback to enhance the migration process and user experience.
• Be available on-site for the majority of the implementation phase (95%) and willing to travel as necessary to support project objectives.

About You :

• Active U.S. Secret clearance (or above).
• Extensive experience in managing IT migration projects, preferably in military or structured environments.
• Proficiency in Microsoft 365 and cloud computing technologies.
• Experience in conducting / supporting user training and providing technical support.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Ability to work effectively as part of a global team and share knowledge and resources.
• Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones / iPads managed through Intune.
• Familiarity with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues. Ability to guide users through problem-solving steps effectively.
• Experience with PowerShell scripting to automate routine support tasks.
• Proficiency in using Power Automate to create workflows and automate repetitive processes.
• Ability to identify and implement automation opportunities to enhance efficiency.
• Excellent verbal and written communication skills with ability to communicate technical information to non-technical users in a clear and concise manner.
• Strong customer service focus with a commitment to user satisfaction. Patience and empathy when dealing with user issues and concerns.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records. Ability to work effectively as part of a team and share knowledge and resources.

Willingness to collaborate with colleagues to solve complex issues.