Velociti Services is seeking a Help Desk Engineer to provide end-user technical support across our corporate and field operations teams. This role serves as a key point of contact for IT-related issues, ensuring timely resolution of support requests involving devices, applications, system access, and general troubleshooting.
The ideal candidate will have hands-on experience supporting Windows environments, Microsoft 365 applications, and endpoint management tools while delivering excellent customer service to both office and frontline employees.
Responsibilities:
Essential Duties and Responsibilities:
- Serve as the primary point of contact for day-to-day IT support requests
- Troubleshoot hardware, software, printer, mobile device, and application-related issues
- Provide remote and onsite support for employees as needed
- Manage support tickets from intake through resolution within the ticketing system
- Prioritize requests based on business impact and service level expectations
- Document troubleshooting steps, resolutions, and escalations accurately
- Support setup, imaging, configuration, and deployment of laptops and mobile devices
- Assist with routine software installations, updates, and system patching
- Support Microsoft 365 applications including Outlook, Teams, and OneDrive
- Assist with password resets, account access, and MFA troubleshooting
- Support user account administration within Azure Active Directory (Entra ID)
- Assist with device management and policy support through Microsoft Intune
- Escalate advanced technical issues to senior IT resources or vendors when appropriate
- Maintain knowledge base documentation and standard operating procedures
- Identify recurring issues and recommend process improvements
Qualifications:
Qualifications:
- 2–5 years of experience in Help Desk, IT Support, or End User Support
- Experience supporting Windows 10/11 environments
- Familiarity with Microsoft 365, Azure Active Directory (Entra ID), and Microsoft Intune
- Experience using ServiceNow or similar ticketing systems
- Working knowledge of TCP/IP, DNS, VPN, and basic network troubleshooting
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications:
- Experience with SCCM/MECM
- Microsoft certifications such as Azure Fundamentals or Modern Desktop Administrator
- Experience supporting multi-site or distributed workforce environments
Physical Requirements / Work Environment:
- Ability to sit, stand, and work at a computer for extended periods
- Ability to lift and move IT equipment up to 25 pounds as needed
- Occasional travel to local sites may be required
Benefits:
Velociti Services offers a comprehensive benefits package designed to support the health, financial security, and well-being of our team members:
Company-Provided Benefits (Full-Time, 30+ Hours per Week)
- Basic Life Insurance and Accidental Death & Dismemberment (AD&D)
- Short-Term Disability Insurance
Voluntary Benefits:
- Medical and Dental Insurance
- Additional Life and AD&D Insurance
- Supplemental Short-Term Disability Insurance
- Long-Term Disability Insurance
- Hospital Indemnity, Accident, and Critical Illness Insurance
Retirement:
- 401(k) Retirement Plan available for all team members
Velociti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.