It Help Desk Engineer

O365 Administration:

1. User Account Management

• Creation of User Accounts: Adding new users to the Office 365 environment through the admin center or via PowerShell.
• Password Resets: Assisting users with password resets and unlocks.
• License Assignment: Assigning appropriate licenses to new or existing users (e.g., Office 365 Business Premium, E3, etc.).
• Deactivation/Deletion of User Accounts: Disabling or deleting accounts for offboarding employees or users who no longer require access.
• Updating User Details: Changing basic user information such as name, contact details, department, etc.

2. Mailbox Management

• Managing Mailbox Permissions: Configuring permissions for access to shared mailboxes or delegating access (like Full Access, Send As).
• Creating Shared Mailboxes: Setting up shared mailboxes for teams or departments.
• Distribution Lists and Groups: Creating and managing distribution lists, security groups, and Microsoft 365 groups for user communication.

3. License Management

• Monitoring License Usage: Checking the available license count and ensuring licenses are assigned appropriately to active users.
• Assigning/Reassigning Licenses: Adding or removing licenses as user roles or needs change.

4. Basic Troubleshooting

• Email Issues: Addressing basic issues like emails not being delivered, spam complaints, or user errors in accessing their mailbox.
• Connectivity Issues: Assisting users with login issues, including MFA (Multi-Factor Authentication) setup problems.
• Office Application Activation Issues: Helping users activate Office desktop applications and troubleshoot issues related to Office apps.
• Microsoft Teams Issues: Assisting with basic issues like Teams not loading or problems joining meetings.

5. Security and Compliance

• Reset MFA (Multi-Factor Authentication): Assisting users in resetting their MFA if they get locked out or lose access.
• Monitoring Security Alerts: Reviewing alerts in the Security & Compliance Center and escalating potential issues.
• Ensuring Compliance with Policies: Making sure users comply with organization security policies like password requirements or data retention policies.

6. Microsoft Teams and OneDrive Management

• Managing Teams Memberships: Adding or removing users from Microsoft Teams.
• Managing OneDrive: Helping users with OneDrive sync issues or access problems.

7. Support and User Training

• Basic User Support: Helping users navigate and understand Office 365 tools like Outlook, SharePoint, OneDrive, and Teams.
• End-User Education: Providing guidance to users on how to use O365 services like setting up email on mobile devices or using Teams for meetings.

8. Monitoring and Reporting

• Activity and Usage Reports: Checking reports for mailbox activity, license usage, or Teams usage in the admin portal.
• Monitoring Service Health: Reviewing the service health dashboard for any issues with Office 365 services and informing the relevant stakeholders.

Endpoint Management:

1. Device Onboarding and Offboarding

• Provisioning New Devices: Setting up new laptops, desktops, or mobile devices with the required software and security configurations.
• Enrolling Devices in MDM (Mobile Device Management): Adding devices to an MDM solution like Intune, ensuring policies are applied for security and compliance. (optional)
• Deprovisioning Devices: Wiping or reassigning devices when employees leave the organization.

2. Software Installation and Updates

• Deploying Software and Patches: Assisting with the deployment of standard software packages through tools like Microsoft Intune or other endpoint management tools.
• Applying Updates: Ensuring that endpoint devices are updated with the latest patches for operating systems and critical applications.
• Troubleshooting Failed Installations: Addressing issues with software installations or updates that fail on endpoint devices.

3. Basic Troubleshooting and Support

• Resolving Device Performance Issues: Addressing common user complaints like slow system performance, application crashes, or connectivity problems.
• Connectivity Issues: Helping users with network connectivity problems (e.g., Wi-Fi, VPN).
• Printer Issues: Assisting with the installation and configuration of printers and resolving common printer-related issues.
• Peripheral Setup: Assisting with the setup of peripheral devices like webcams, headsets, and external monitors.

4. User Access and Configuration

• Profile Management: Helping users with profile-related issues like logging in, accessing network drives, or connecting to the organizations resources.
• VPN and Remote Access: Setting up and troubleshooting VPN configurations for remote workers.
• Disk Encryption: Ensuring that devices are encrypted using tools like BitLocker for Windows or FileVault for Mac.
• Basic AD (Active Directory) Tasks: Managing device joins to a domain and addressing simple issues with group policy applications on endpoints.

5. Inventory Management

• Device Inventory Maintenance: Keeping records of all assigned devices and their configurations in asset management systems.
• Tracking Device Lifecycle: Keeping track of devices that are nearing the end of their lifecycle or warranty and coordinating replacements or upgrades.
• Managing Device Tags and Labels: Ensuring devices have appropriate labels or tags for easy identification and tracking.

8. Monitoring and Alerts

• Reviewing Endpoint Health: Checking endpoint management dashboards (e.g., Intune, ) for device health and security alerts.
• Escalating Critical Alerts: Notifying higher-level support teams when critical issues are detected, such as malware infections or non-compliant devices.
• Basic Log Analysis: Reviewing logs for error messages related to failed software deployments or device check-ins.

9. Support and User Guidance

• Providing Basic Training: Offering guidance to users on using endpoint management features like self-service portals for software installation.
• Assisting with Data Backup: Helping users set up backups to cloud services or network drives.
• User Account Management on Devices: Assisting with user profile creation, local admin rights (if allowed), and unlocking accounts on managed devices.