IT Help Desk Technician

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Avionté Software is the leading provider of technology and service solutions to the staffing industry. Avionté products and services help over 550 staffing agencies manage operations across their entire recruitment and client processes. Avionté has been growing revenue steadily at more than 25% per year. Avionté products and services are used across the United States and into Canada.
 
ROLE AND RESPONSIBILITIES
The IT Helpdesk Technician serves as the primary technical support interface for all internal staff, delivering comprehensive endpoint management and technical assistance across hybrid and remote work environments. This role encompasses the deployment, configuration, and maintenance of devices through Microsoft Intune and enterprise management platforms while ensuring security compliance and optimal performance. The position requires proficient troubleshooting across multiple channels (ITSM ticketing, Teams, phone, remote tools) and expertise in supporting both on-premises infrastructure and multi-cloud environments (AWS/Azure). 
 
ESSENTIAL FUNCTIONS:
  • Serve as first-line support for IT service requests, ensuring timely resolution and SLA compliance through ITSM platforms. 
  • Deploy and manage enterprise endpoints using Microsoft Intune, including Autopilot provisioning, application deployment, compliance policies, and patch management. 
  • Administer Microsoft 365 ecosystem (Teams, SharePoint, OneDrive, Exchange Online) and provide comprehensive user support. 
  • Configure and maintain device management through Intune for corporate laptops (Windows/macOS), tablets, and mobile devices (iOS/Android), implementing security policies and conditional access.
  • Support hybrid workforce infrastructure including VPN, remote access solutions and collaboration platforms. 
  • Manage identity and access controls across Entra ID (Azure AD). 
  • Implement security best practices including MFA, Zero Trust policies, and endpoint protection. 
  • Maintain accurate documentation, knowledge base articles, and IT asset inventory. 
  • Provide escalation support and collaborate with senior IT staff on complex issues.
 
REQUIREMENTS:
  • Proficiency in Microsoft 365 administration and Azure cloud services (Entra ID, Exchange Online, SharePoint, Teams)
  • Hands-on experience with Microsoft Intune for enterprise device management, including corporate laptop deployment and compliance 
  • Working knowledge of NinjaRMM and CrowdStrike endpoint protection platforms 
  • Experience with PowerShell and Python scripting
  • Understanding of modern authentication protocols (SAML, OAuth, MFA) and Zero Trust architecture 
  • Familiarity with multi-cloud environments, VPN technologies, and hybrid cloud connectivity 
  • Ability to lift up to 50 lbs for equipment setup and desk 
  • Excellent communication and customer service abilities for support distributed teams 
  • Strong problem-solving skills with ability to prioritize in fast-paced environments 
  • Experience with ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
  • Cross-platform support expertise (Windows 11, macOS, iOS/Android)
  • Bachelor’s or Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience) 
  • Preferred certifications: Microsoft 365 Modern Desktop Administrator Associate, AWS Cloud Practitioner, CompTIA A+, or Azure Fundamentals 
  • ITIL framework knowledge preferred
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