HelpDesk Support

Noida (Onsite) - Night Shift 8:00 PM to 5:00 AM

1. PC Setup and Deployment

Required Knowledge:

- Windows 10/11 installation and configuration
- Device provisioning (Autopilot, imaging, enrollment)
- Hardware troubleshooting (laptops, docks, monitors, printers)
- Basic networking (Wi-Fi, VPN, TCP/IP)
- Microsoft Intune/Endpoint Manager
- Software installation and updates

2. Microsoft Applications Support

Required Knowledge:

- Microsoft 365 administration fundamentals
- Outlook troubleshooting
- Teams support and configuration
- OneDrive sync issues
- Word, Excel, PowerPoint troubleshooting
- Office licensing and activation

3. Free Up Disk Space

Required Knowledge:

- Windows file system and storage management
- OneDrive Known Folder Move
- Temporary file cleanup
- Storage Sense
- User profile management
- Understanding of disk usage analysis tools

4. Okta Account Troubleshooting

Required Knowledge:

- Okta Administration
- User lifecycle management
- Account unlock/suspension procedures
- SSO troubleshooting
- MFA configuration and troubleshooting
- Identity and Access Management (IAM) concepts

5. Active Directory (AD) Account Lockouts

Required Knowledge:

- Active Directory Users and Computers (ADUC)
- Group Policy basics
- User account management
- Account lockout investigations
- Password policies
- Basic PowerShell for AD administration

6. Email Changes

Required Knowledge:

- Microsoft Exchange Online
- Microsoft 365 Admin Center
- User aliases
- SMTP address management
- Display name changes
- Mail routing concepts

7.



Password Resets

Required Knowledge:

- Active Directory password management
- Azure AD / Entra ID password resets
- Self-Service Password Reset (SSPR)
- Account security best practices

8. MFA Resets

Required Knowledge:

- Okta Verify
- Microsoft Authenticator
- MFA enrollment and recovery procedures
- Security verification methods
- Conditional Access awareness

9. Shared Mailbox Administration

Required Knowledge:

- Exchange Online Admin Center
- Mailbox permissions:
- Full Access
- Send As
- Send on Behalf
- Microsoft 365 Groups vs Shared Mailboxes
- Outlook mailbox mapping

10. Distribution List (DL) Management

Required Knowledge:

- Exchange Online Distribution Groups
- Microsoft 365 Groups
- Membership management
- Mail flow basics
- Dynamic Distribution Lists (preferred)

Core Systems They Should Know

Robust Working Knowledge

- Windows 10/11
- Microsoft 365
- Exchange Online
- Active Directory
- Okta
- Automox
- Teams
- OneDrive

Nice to Have

- PowerShell
- ServiceNow/Jira ticketing
- Basic networking
- RingCentral/RingEX
- Security awareness and phishing investigations

Experience Level Recommendation Senior Tech supporting these requests independently:

- 5-7+ years of Help Desk/Desktop Support experience

Comfortable in:
- Microsoft 365 Admin Center
- Exchange Admin Center
- Active Directory
- Okta Admin Console
- Automox/Endpoint Manager
- Able to resolve 80-90% of tickets without escalation
- Understands user provisioning/deprovisioning and access management processes

📌 IT HelpDesk Support (Noida)
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