Help Desk Support Engineer

The Help Desk Support Engineer will provide technical assistance to end users who are having difficulty using Microsoft products and services. The Support Engineer will troubleshoot and diagnose issues, provide solutions, and help guide end users to understand how to use Microsoft products.

Job Responsibilities:

• Provide technical support for Microsoft products, including Windows operating systems, Office applications, and other related software
• Troubleshoot customer issues via phone, email, chat, or in-person visits
• Diagnose and resolve complex hardware and software problems
• Install, configure, and maintain computer systems and networks
• Monitor system performance and troubleshoot any potential issues
• Create detailed reports on the status of each issue and its resolution
• Develop and implement strategies to improve customer service levels
• Train users on how to use new software and hardware
• Research and recommend solutions to enhance user experience
• Maintain up-to-date knowledge of Microsoft products and technologies
• Provide feedback to product teams regarding customer needs and feature requests
• Assist with developing and maintaining documentation for internal processes and procedures

Knowledge, Skills & Experience:

• 3-5 years of experience with Microsoft products including O365 suite, SharePoint, Azure, Entra, Power Apps, and D365
• Extensive experience with build, deploy, support, and patching
• Experience with PowerShell, Python, Power BI, and SQL
• Strong understanding of Networking
• Knowledge of MS Security and IAM principles
• Knowledge of Agile methodologies
• Experience with SQL Server and database technology a plus
• Excellent customer service skills
• Ability to think critically and solve complex problems in a fast-paced dynamic work environment.

Education, Certifications & Licensures:

• Ba chelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, or Engineering required or related field experience
• Microsoft certifications (e.g., Microsoft Certified: MCP, MCSE, Azure Developer, MS Security) are a plus.

Other:

• Ability to use copiers, fax machines, and PDF scanners to keep inventory and ordering records. Visual acuity and analytical skill to distinguish sufficient detail.
• Ability to lift u p to 25 pounds.
• This job will be expected to work onsite at CND's Scottsdale, AZ headquarters 5 days/week.