MOKA is seeking a hands-on Level 2/3 Help Desk Technician who also serves as a Workflow / Process Automation Specialist. This role supports end users across multiple sites, mainly Microsoft 365 and Windows Servers/Workstations while designing and maintaining automations that streamline business operations. You’ll troubleshoot complex issues, reduce recurring tickets through root-cause fixes and documentation, and build practical workflow solutions using Microsoft Forms, Power Automate, and the broader Microsoft 365 ecosystem. Experience with NetSuite, UKG Ready, and finance-adjacent workflows is strongly preferred.

Key Responsibilities

Tier 2/3 Help Desk & End-User Support

• Provide Tier 2/3 technical support for Windows devices and common business applications, escalating appropriately when needed.
• Troubleshoot escalated Microsoft 365 issues including Outlook/Exchange, Teams, SharePoint, OneDrive, licensing, and identity/access problems.
• Support user onboarding/offboarding: account provisioning, group membership, access control, and device readiness.
• Perform root cause analysis on recurring issues and implement permanent fixes where feasible.
• Create and maintain clear documentation (knowledge base articles, SOPs, “how-to” guides), and improve support workflows.
• Communicate clearly with end users and stakeholders, setting expectations and providing timely updates.
• Participate in continuous improvement of IT operations: ticket hygiene, SLAs, escalation paths, and standard configurations.

Workflow Automation & Process Improvement (Power Platform Focus)

• Build, maintain, and improve workflows using Power Automate (cloud flows), integrating with Microsoft 365 and third-party systems.
• Create intake and data collection solutions using Microsoft Forms (and/or Microsoft Lists where appropriate) and route submissions through automated processes.
• Develop and maintain SharePoint Lists/Libraries, permissions models, and automation-ready structures (metadata, ownership, governance).
• Collaborate with business teams to map processes, identify bottlenecks, and translate requirements into reliable automation solutions.
• Implement approvals, notifications, scheduled jobs, alerts, and self-service workflows that reduce manual work and errors.
• Monitor flow health, troubleshoot failures, manage run history, and implement robust error handling, logging, and alerting.
• Maintain documentation for automations: flow diagrams, ownership/permissions, change notes, and operational runbooks.

Required Skills & Qualifications

• 2–6+ years of experience in IT support, with demonstrated Tier 2/3 troubleshooting capability.
• Strong working knowledge of Microsoft 365 (Teams, SharePoint, OneDrive, Outlook/Exchange basics, identity/access concepts).
• Hands-on experience with:
• Microsoft Forms
• Power Automate (approvals, conditions, connectors, error handling, notifications)
• Strong customer service and communication skills; able to translate technical details for non-technical users.
• Proven ability to write and maintain clear technical documentation and follow repeatable processes.
• Ability to manage multiple priorities across tickets and project-based automation work.

Preferred Skills & Experience

• Experience with Power Platform beyond flows (Power Apps, Dataverse, Power BI) is a plus.
• Experience supporting or integrating NetSuite and UKG Ready.
• Familiarity with finance operations and concepts (purchasing, invoicing, payroll concepts, reconciliations, audit/compliance workflows).
• Comfort working with technical building blocks such as APIs/webhooks, JSON, PowerShell, SQL basics, file transformations, and data cleanup.
• Experience with an ITSM/ticketing platform and service management practices (triage, prioritization, SLAs, change documentation).

Education & Certifications

• Associate’s or Bachelor’s degree (2–4 year) in Information Technology, Information Systems, Computer Science, or a related field preferred (or an equivalent combination of education and relevant experience).
• Certifications strongly valued, especially those aligned with Microsoft 365 and support/automation, such as:
• Microsoft (Microsoft 365 / Power Platform / Power Automate-related)
• CompTIA (A+, Network+, Security+)
• ITIL Foundation
• Other relevant vendor/platform certifications

Work Style & Attributes

• Process-minded problem solver who enjoys both troubleshooting and making work disappear through automation.
• Practical builder focused on maintainable, well-documented solutions (not fragile one-offs).
• Security-conscious and responsible with business data.
• Collaborative and dependable; able to partner with both IT teammates and business stakeholders.