Software Support Desk Executive – Government Rollout - Pacific Time Zone

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Role Summary

Software Support Desk Executive

Microsoft identity platforms

Key Responsibilities

User & Technical Support

• Provide end-user support for

  government staff and external stakeholders

  during and after the software rollout.
• Troubleshoot and debug issues with:

• AV systems

  (cameras, mics, hybrid courtroom or meeting setups)

• Microsoft Teams

  video conferencing

• SIP-based and PSTN integrations

• Authentication flows

  via

  Microsoft Entra (Azure AD)

  and

  AD B2C

• Self-service Password Reset (SSPR)

  and multi-factor authentication (MFA)
• Assist in

  log collection

  , ticket documentation, and pattern identification for recurring issues.
• Escalate complex or high-impact issues to Tier 2/3 support or engineering as per defined escalation paths.

Monitoring & Reporting

• Maintain and update

  support insights dashboards

  and

  user journey heat maps

  .
• Track user satisfaction, issue resolution SLAs, and engagement metrics.
• Generate and submit

  daily, weekly, and monthly support reports

  for internal and client use.
• Analyze logs and behavior data to proactively flag bottlenecks or recurring pain points.

Feedback & Surveys

• Conduct

  post-call surveys

  and structured feedback collection from users.
• Analyze feedback to feed into continuous improvement processes.

Required Skills & Experience

• 2+ years

  in a

  technical support/help desk

  or

  AV/IT support

  role.
• Hands-on experience with:

• Microsoft Teams video conferencing

  , AV hardware, call routing

• SIP, PSTN

  , and VoIP-based integrations

• Microsoft Entra ID (Azure AD)

  and

  AD B2C authentication

• Password reset flows,

  SSPR

  , MFA troubleshooting
• Familiarity with

  log analysis tools

  ,

  support dashboards

  , and

  survey platforms

  .
• Understanding of

  user journey mapping

  ,

  heatmaps

  , and behavior diagnostics.
• Knowledge of

  support workflows

  ,

  ticketing systems

  (e.g., ServiceNow, Freshdesk, Jira Service Management).
• Excellent

  English communication skills

  (verbal and written).
• High attention to detail and proactive issue resolution mindset.

Preferred Qualifications

• Experience working in a

  government project or public sector

  client setting.
• Exposure to

  U.S. Federal security standards

  or similar regulated environments.
• Experience in

  virtual systems

  , or

  video-based customer service

  setups.
• Familiarity with

  Power BI

  or logs, or

  Azure Monitor

  for diagnostics.

Soft Skills

• Strong interpersonal and customer service skills.
• Ability to maintain composure and professionalism during high-stress support scenarios.
• Comfortable working in

  shifts

  (if applicable) and in

  multi-agency stakeholder environments

  .
• Structured, analytical, and willing to

  document knowledge base articles and SOPs

  .

Additional Requirements

• Must be open to

  federal background checks and compliance screenings

  as per project scope.
• Willingness to work under

  strict data security and access control policies

  .
• Ability to work across time zones and attend

  daily standups or escalation calls

  as required.

Remuneration:

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