VDart BPM · 21 hours ago
Desktop Support Specialist
United States
Contract
Remote
Entry, Mid Level
$20/hr - $20/hr
1+ years expVDart BPM is seeking a Desktop Support Specialist to provide first-level technical support. The role involves troubleshooting Windows 11 issues, managing user accounts in Azure Active Directory, and supporting Microsoft 365 applications.
Outsourcing/Offshoring
Responsibilities
Provide first-level technical support via phone, email, chat, or ticketing tools (Jira / ServiceNow)
Troubleshoot Windows 11 issues including login problems, performance issues, system configuration errors, and printer/peripheral support
Manage user accounts in Azure Active Directory including password resets, account unlocks, license assignments, and group membership updates as per SOP
Support Microsoft 365 applications—Outlook, Teams, OneDrive, SharePoint—covering login errors, sync issues, and basic configuration
Handle MFA (Multi-Factor Authentication) and password reset issues, authenticator setup, and related access problems
Provide basic VPN support, including connectivity troubleshooting, user login issues, and network checks
Support devices through MDM/Intune, including device enrollment, compliance alerts, and application deployment issues
Log, classify, prioritize, and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity
Maintain clear and professional communication with end users and update tickets with accurate notes
Follow SOPs, adhere to security policies, and contribute to knowledge base improvements
Knowledge in identifying desktop, laptop, and printer issues
Qualification
Required
1–5 years in a Service Desk or in an IT Support role
Strong knowledge of Windows 10/11, O365, Teams, Outlook, and general end-user troubleshooting
Phone support experience is mandatory
Experience in Technical helpdesk or technical call center support is required
Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support
Familiarity with ticketing tools like ServiceNow or Jira Service Management
Excellent communication, customer service capability, and problem-solving skills
Ability to follow processes and work in a structured SLA-driven environment
A proactive mindset with the ability to make a meaningful impact
Customer focused with the eagerness to learn and grow continuously
A competitive spirit with a drive to excel and willing to work in 24/7 operational environment
Company
VDart BPM
We extend assistance in improving business processes that empowers the organization's overall growth.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase