Helpdesk Associate II

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come!

Do you enjoy helping people? Are you passionate about technology? Did you see all the Star Wars movies on opening night? If so, this is the job for you. As a Helpdesk Associate, you'll be at the forefront of ensuring our systems run seamlessly, providing support to both internal employees and our groundbreaking initiatives in vision care. If you're passionate about technology, enjoy helping people, and have a knack for troubleshooting, this position aligns perfectly with your aspirations.

• →Provide Level 2 support for Windows 11, macOS, iOS, and Android.
• →Serve as an escalation point and technical resource for Level 1 technicians.
• →Administer Microsoft Intune, including compliance, configuration, security, and application policies.
• →Build, test, deploy, and troubleshoot Intune policies and device configurations.
• →Troubleshoot device enrollment, compliance, applications, and policy conflicts.
• →Support Microsoft 365, Outlook, OneDrive, and Office applications.
• →Support Microsoft Teams and Microsoft Teams Rooms (MTR) hardware and conferencing technology.
• →Provision, configure, deploy, and maintain computers, mobile devices, and peripherals.
• →Troubleshoot hardware, software, authentication, and network connectivity issues.
• →Troubleshoot TCP/IP, DHCP, DNS, Wi-Fi, and VPN connectivity.
• →Monitor critical systems, perform NOC functions, and escalate incidents to on-call teams.
• →Mentor Level 1 technicians and provide technical guidance.
• →Create and maintain knowledge articles and technical documentation.
• →Identify recurring issues and recommend policy, process, or automation improvements.

• 3–5 years of relevant IT support or endpoint management experience.
• Extensive experience supporting Windows 11, macOS, iOS, and Android.
• Strong Microsoft Intune experience, including compliance, configuration, security, applications, and device enrollment.
• Experience building, testing, deploying, and troubleshooting Intune policies.
• Strong Microsoft 365 and Microsoft Teams support experience.
• Experience supporting Microsoft Teams Rooms (MTR) and conference room technology.
• Working knowledge of Microsoft Entra ID and Active Directory.
• Strong knowledge of TCP/IP, DHCP, DNS, Wi-Fi, and VPN troubleshooting.
• Experience with enterprise computer hardware, peripherals, and OEMs.
• Understanding of endpoint security, patching, and device compliance.
• Strong troubleshooting, analytical, and root-cause analysis skills.
• Excellent written and verbal communication skills.
• Ability to work independently and own issues through resolution.
• Ability to mentor and provide technical guidance to junior technicians.
• Ability to participate in weekend and after-hours support.
• Security-minded with a strong focus on endpoint security, compliance, and protecting company data.
• Microsoft, CompTIA A+, Network+, Security+, or similar certifications preferred.