IT Support Technician

We are seeking a customer-focused IT Support Technician to join our Global IT Operations team in Minneapolis. This role provides hands-on technical support for employees while also administering and supporting Microsoft's cloud services, identity platforms, and modern authentication technologies.

The successful candidate will combine strong desktop support capabilities with experience managing Microsoft 365, Microsoft Entra ID (Azure Active Directory), Multi-Factor Authentication (MFA), and related security technologies. This role requires excellent troubleshooting skills, attention to detail, and a commitment to delivering exceptional customer service in a fast-paced enterprise environment.

Key Responsibilities:

• Provide Tier 2 technical support for hardware, software, collaboration tools, and mobile devices.
• Troubleshoot and resolve issues related to Windows 11, MacOS, Microsoft 365 applications, Teams, Outlook, and endpoint devices.
• Support employee onboarding, offboarding, and workstation deployments.
• Manage laptop provisioning, asset tracking, and peripheral support.
• Document incidents, service requests, and knowledge articles within the ITSM platform.
• Escalate complex issues and collaborate with global support teams when required.
• Contribute to the long‑term ServiceNow roadmap and platform evolution aligned to IT strategy.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Configure and manage user accounts, licensing, groups, and permissions.
• Support Microsoft Teams collaboration environments and meeting technologies.
• Monitor service health and assist with troubleshooting Microsoft cloud services.
• Administer Microsoft Entra ID (Azure AD) including users, groups, roles, and access controls.
• Manage account provisioning, deprovisioning, and role-based access assignments.
• Configure and support Conditional Access policies and identity governance processes.
• Troubleshoot authentication, synchronization, and directory-related issues.
• Maintain accurate documentation, procedures, and support knowledge articles.
• Participate in IT projects, system upgrades, and technology deployments.
• Identify opportunities for automation and process improvement.