WFH IT Service Desk Technician (Microsoft 365 & User Support)

Job Overview Our client is seeking a customer-focused and technically skilled IT Service Desk Technician (Microsoft 365 & User Support) to join their IT Operations team. Supporting operations across Canada and the United States, this position is fully remote and will provide first-line and second-line technical support to employees. Schedule Monday - Friday, 8:00 AM - 4:30 PM Sunnyside, MB Time, with 30-minute unpaid break (40 work hours per week) Responsibilities Service Desk & Ticket Management Monitor, triage, prioritize, and respond to IT support tickets. Resolve end-user issues within established service levels. Document troubleshooting steps, root causes, and resolutions. Escalate complex infrastructure, application, security, or vendor-related issues as required. Follow ticket management and communication standards. User Onboarding & Offboarding Create, modify, and disable user accounts. Provision Microsoft 365 licenses and user access. Configure access to Teams, SharePoint, OneDrive, email, VPN, and business applications. Coordinate onboarding activities with managers, HR, and internal stakeholders. Ensure timely removal of access during employee terminations and offboarding events. Microsoft 365 Administration Support Microsoft 365 users and services. Manage user accounts in Microsoft Entra ID (Azure AD). Support Outlook, Teams, OneDrive, and SharePoint Online. Perform password resets and MFA troubleshooting. Manage shared mailboxes, distribution lists, and security group memberships. Remote User Support Troubleshoot Windows 10/11 issues remotely. Support Microsoft Office and business applications. Assist users with printer connectivity and printing issues remotely. Troubleshoot VPN, network connectivity, authentication, and application access issues. Support mobile device enrollment and Microsoft Authenticator-related issues. Software Deployment & Access Management Install and configure approved software remotely. Deploy applications through remote management and endpoint management tools. Manage user permissions and access requests. Verify approval requirements before granting access. Documentation & Continuous Improvement Maintain accurate support records and ticket documentation. Contribute to knowledge base articles and support procedures. Identify recurring issues and recommend process improvements. Assist with maintaining support documentation and standard operating procedures. Requirements What Our Client Is Looking For Our client is looking for someone who combines strong technical skills with exceptional customer service. The successful candidate will demonstrate: Excellent verbal and written English communication skills Professional and friendly customer service approach Strong troubleshooting and problem-solving abilities Ability to work independently in a remote environment Strong organizational and time-management skills Ability to manage multiple priorities simultaneously Required Experience Minimum 2 years of experience in a Help Desk, Service Desk, or IT Support role. Experience providing remote support to end users. Experience with employee onboarding and offboarding processes. Experience working within a ticketing system. Independent Contractor Perks Permanent work from home Immediate hiring Health Insurance Coverage for eligible locations Note Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review. One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.