IT Helpdesk & Desktop Technician

YOUR MISSION: Your mission is to empower every employee with reliable, secure, and efficient technology support. As an IT Helpdesk and Desktop Technician, you will play a critical role in delivering expert assistance across Microsoft 365, Windows, and macOS platforms. You’ll ensure smooth onboarding and offboarding experiences, manage hardware distribution and returns, and provide responsive support that keeps our teams productive and connected. Your dedication to service, precision, and problem-solving helps drive operational excellence and a seamless digital workplace. 

YOUR LEGACY: Your legacy is one of trust, reliability, and empowerment. As an IT Helpdesk and Desktop Technician, you’ll be known for enabling seamless work experiences—through expert support, smooth onboarding and offboarding, and efficient hardware management. Your contributions will help build a resilient, user-focused IT environment that supports the organization’s growth and success.  The result?  You helped Urgently become the world’s leading mobility assistance company.   

WHAT YOU’LL BE RESPONSIBLE FOR:  

Within first 2 months:  

• Acclimate yourself with our existing IT environment, Desktop implementations, and current configurations. 

• Learn the onboarding and offboarding procedures for employees. 
  Learn hardware distribution, returns, and redeployment procedures. 

• Learn our FedEx shipping and receiving system. 

• Familiarize yourself with InContact, Teleopti, AWS Connect, Jira, Freshservice, and other company utilized applications. 

• Follow up with end users on ticket status, next steps, progress, and resolution.  (Your goal is to ensure our people always know what to expect in terms of how long it will take you to get back to them) 

• Assist with installation troubleshooting of various applications 
   
  Ongoing:  

• Continued familiarization with troubleshooting Urgently Systems. 
  Maintain IT Asset inventory system. 
   Assist with other IT-related projects as needed 
   Help teams identify solutions to assist with streamlining their workflows 
  Help test new potential applications/platforms. 
  Provide clear, patient, and empathetic support 

•  Create user guides, documentation, and ticket updates. 
  Identify recurring issues and recommend process or tool improvements.  

• Stay current with Microsoft 365, Entra ID, and macOS updates and features. 

• Participate in IT team meetings, training sessions, and documentation efforts. 

WHO YOU ARE: 

Helpdesk & Remote Support: 

• Provide Tier 1 and Tier 2 remote support via Freshservice ticketing system. 

• Troubleshoot and resolve issues related to Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive). 

• Support remote desktop environments. 

• Deliver remote assistance for both Windows and macOS users using screen sharing and remote access tools (ConnectWise ScreenConnect). 

• Document issues and resolutions and contribute to the internal knowledge base. 

Microsoft 365 Administration: 

• Manage user accounts, licenses, and groups in Microsoft 365 Admin Center. 

• Support Exchange Online, Teams, SharePoint Online, and OneDrive for Business. 

Microsoft Entra ID (Azure AD): 

• Administer user identities, roles, and access policies in Microsoft Entra ID. 

• Troubleshoot Single Sign-On (SSO), Multi-Factor Authentication (MFA), and Conditional Access. 

• Support device registration and compliance policies via Entra ID and Microsoft Intune. 

macOS Support: 

• Provide remote support for macOS users, including system configuration, software installation, and troubleshooting. 

• Manage macOS security settings such as FileVault, firewall, and system permissions. 

• Use Apple Business Manager for device enrollment and management. 

Onboarding & Offboarding: 

• Coordinate IT onboarding for new hires, including account setup, access provisioning, and welcome documentation. 

• Ensure timely deactivation of accounts, recovery of assets, and revocation of access during offboarding. 

• Maintain documentation to ensure consistent and secure onboarding/offboarding processes. 

Hardware Distribution & Returns: 

• Manage the procurement, configuration, and shipping of laptops and peripherals to remote employees. 

• Track inventory and ensure timely return of hardware during offboarding or equipment refresh cycles. 

• Coordinate with shipping vendors and maintain accurate asset records. 

Qualifications: 

• Associate’s degree in IT, Computer Science, or related field, or equivalent professional experience. 
• Minimum of 2 years in an IT helpdesk or desktop support role. 
• Hands-on experience with Microsoft 365 administration and Entra ID (Azure AD). 
• Proficiency in supporting both Windows and macOS operating systems in a business environment. 
• Familiarity with Microsoft Intune, Defender for Endpoint, and endpoint compliance policies. 
• Strong communication, documentation, and remote troubleshooting skills. 

THE NITTY GRITTY: 

• Location = Ashburn, Virgina.  This position is hybrid as you will need to be able to go to the office up to once a week to receive equipment shipments.  Most weeks you won’t need to go in at all.  

• Manager = You’ll report to Help Desk Manager 

• Compensation = The base salary range for this position is $70,000 - $75,000. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. 

• Benefits = Urgently, we have awesome benefits!  We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and unlimited paid time off.  We match 100% on the first 3% you contribute to our 401(k) and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money! 

OUR FAIR HIRING PRACTICES:

At Urgently, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our customers and the communities where we operate. We are an equal opportunity employer which means that employment and advancement at Urgently is based on a person's merit and qualifications.

We do not discriminate against any applicant or employee on the basis of race, ethnicity, color, national origin, ancestry, citizenship, religion, creed, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender, gender identity or expression, physical or mental disability, or any other characteristic protected by federal, state or local law.

You should also know that we adhere to these same principles in all aspects of employment, including, but not limited to, recruitment, hiring, job assignment, compensation, promotion, access to benefits and training, discipline, and termination of employment.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and similar applicable state laws. Please let us know if you need assistance completing any forms or to otherwise participate in the application process

For more information visit www.geturgently.com