IT Helpdesk L3 US Based Client (ConnectWise Experience)

Work Schedule: Eastern Timezone
Work Set-Up: Onsite

Position Overview:
We are looking for a Level 3 IT Help Desk to provide advanced technical support and guidance to our customers and internal staff. You will be responsible for resolving complex issues related to Microsoft Azure, Virtual Desktop, Intune, 365, and other cloud-based services and applications. You will also perform system administration, configuration, and maintenance tasks for our IT infrastructure and network.

Job Description:
To be successful in this role, you must have Azure certificates and extensive knowledge of the Microsoft environment. You must also have deep analytical skills and the ability to troubleshoot and solve problems effectively. The ideal candidate should be customer-oriented, proactive, and collaborative.

Duties and Responsibilities:

• Provide Level 3 support and troubleshoot complex issues with Microsoft 365, Azure, Intune, Meraki firewalls, Azure VPN, and other services.
• Manage incoming tickets escalated from Level 1 or Level 2 support teams and drive to resolution.
• Create and update knowledge base documentation, how-to guides, FAQs, and process documentation.
• Assist with onboarding and configurations of Microsoft 365, Azure, MDM, networking, security, and other solutions.
• Proactively identify opportunities to improve managed services through customer engagements.
• Escalate to engineering when necessary and manage communication across stakeholders

Job Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Azure certificates such as AZ-900, AZ-104, AZ-303, AZ-304, or equivalent (preferred but not all required).
• Ticketing system experience (ConnectWise Manage is strongly preferred).
• 5+ years of experience in a help desk or system administration role.
• Extensive knowledge and experience in Microsoft Azure, Virtual Desktop, Intune, 365, and other cloud-based services and applications.
• Deep analytical skills and the ability to troubleshoot and solve problems effectively.
• Superior critical thinking and complex technical troubleshooting skills.
• Excellent communication skills, both written and verbal.
• Customer-oriented, proactive, and collaborative attitude.
• Ability to work independently or as part of a team.
• Strong written and verbal communication skills with customer service-focused aptitude.
• Detail-oriented individuals who are team players and highly self-motivated.
• Sharing our core belief system of teamwork, service, and growth is table stakes for joining the team.
• Adaptable to change and willingness to learn different processes—it's what the Growth core value is all Met!
• Candidates should have well-developed Microsoft Office skills, including Word, Outlook, PowerPoint, and Excel
• US client experience is a plus.

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region’s finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients’ unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.