Help Desk PC Technician - Microsoft 365 Specialist (Little Rock)

Before applying for this role, please read the following information about this opportunity found below.

• Job Description Summary :

We have an immediate opening for a

• Help Desk PC Technician specializing in Microsoft 365
• support
• within our Little Rock office location.. This is an in-office position located in Little Rock, Arkansas.
• This role is open to Arkansas residents only.

Pinnacle IT is a progressive, 30+ year-old professional technology services company serving small and medium businesses with a focus on professional services such as law firms, municipalities, and healthcare. We are headquartered in Little Rock, and our focus is to provide on-site and remote IT support along with a full complement of technology services. Our ability to execute and get the job done right the first time separates us from our competition.

The Help Desk PC Technician is responsible for handling the majority of day-to-day technical support requests from clients. This role focuses on remote service delivery, ensuring timely resolution, clear communication, and accurate documentation. Help Desk PC Technicians play a crucial role in keeping clients informed, maintaining workflow across service boards, and collaborating with other internal teams to deliver efficient and effective IT support.

• Primary Job Duties :
• Remotely troubleshoot and resolve hardware or system issues.
• Respond to emergency service calls and critical incidents with urgency and professionalism.
• Act as a Tier 2 escalation point for Microsoft 365-related issues.
• Troubleshoot and resolve problems within Exchange Online, SharePoint Online, and OneDrive for Business.
• Maintain readiness to support designated segments of Microsoft 365 migration projects.
• Provide real-time support during active migration windows.
• Assist team with triaging issues and resolving end-user migration blockers.
• Remain available during scheduled cutovers for technical or coordination support.
• Serve as the first line of support for client issues, handling the majority of incoming service requests.
• Troubleshoot and resolve remote-only tickets by accessing client systems, PCs, or environments.
• Guide clients through troubleshooting steps and help them better understand their systems and tools.
• Set up and configure client email accounts, ensuring clear documentation of steps and outcomes.
• Work with clients to remotely assess and resolve issues across software, user access, device connectivity, and configurations.
• Assist with client onboarding and offboarding requests as needed.
• Maintain a high standard of customer service by keeping clients informed throughout the lifecycle of their support ticket.
• Communicate clearly, professionally, and in a timely manner through email, phone, or remote sessions.
• Ensure all actions, resolutions, and client interactions are thoroughly documented in the ticketing system.
• Accurately move tickets to the appropriate service board (e.g., Field Service or Sales) as issues evolve or require quoting / product fulfillment.
• Collaborate with sales teams to help assess clients’ product or hardware needs.
• Regularly review and update assigned tickets to prevent them from becoming stagnant.
• Help maintain overall board hygiene by addressing stale or overdue tickets.
• Ensure client service level agreements (SLAs) are adhered to.
• Work closely with other technical teams on larger projects such as migrations or deployments.
• Provide input and technical support as part of project planning and execution.
• Share relevant information with internal stakeholders to support cross-departmental coordination.
• Maintain detailed knowledge of assigned clients’ infrastructure and computer setups.
• Apply specialized knowledge for specific client environments where required.
• Identify and report any issues or inconsistencies in client setups.
• Maintain accurate and timely ticket notes, including task details and time tracking.
• Document PC setups, account creations, and any changes to client systems.
• Update internal documentation and client records regularly to support team efficiency.
• Serve as a primary ‘face’ of the company for many clients.
• Communicate clearly and professionally with clients regarding service issues or updates.
• Build rapport and trust with client contacts through consistency and professionalism.
• Work closely with internal teams to provide accurate updates and relay field information.
• Follow instructions from other team members when acting as remote support.
• Ensure proper handoff of information for follow-up or escalation.
• Experience & Skills Required :
• Experience in IT support or field service technician roles.
• 1–3 years of experience with Microsoft 365 administration or migrations.
• Strong understanding of core Microsoft 365 services : Exchange Online, SharePoint Online, and OneDrive.
• Basic understanding of :
• Security, Systems and Networking knowledge.
• Microsoft 365 Services and Applications.
• Microsoft Azure Cloud Environment.
• Strong understanding of :
• Windows and Mac operating systems.
• Computer hardware installation, configuration, and maintenance.
• Printers, peripherals, and end-user support.
• Excellent attention to detail as well as strong written and verbal communication skills.
• Excellent troubleshooting, analytical thinking, and problem-solving skills.
• Detail-oriented with excellent documentation practices.
• Reliable, honest, and timely.
• Strong ability to communicate complex instructions verbally.
• Ability to troubleshoot ‘new-to-you’ software.
• Reliable and self-sufficient in managing time and tasks.
• High attention to detail and thoroughness in task completion.
• Willingness to respond to urgent requests or emergencies as needed.
• Team-oriented mindset with flexibility to assist across different functions.
• Preferred experience :
• Supporting or executing Microsoft 365 tenant-to-tenant migrations.
• Exposure to Microsoft Teams, Microsoft Purview, and compliance tools.
• Prior experience in an MSP or multi-tenant environment.
• Physical Requirements :

This position may require the ability to perform the following essential functions with or without reasonable accommodation :

• Occasionally lift and move equipment weighing up to 50 pounds.
• Frequently bend, kneel, crouch, and work in confined spaces, such as under desks or in server rooms, to perform installations, maintenance, and troubleshooting.
• Use of hands and fingers to handle cables, tools, and small components.
• Stand, walk, and move throughout client sites or office environments as needed.
• Interpersonal and Communication Requirements :
• Communicate effectively with clients, team members, and supervisors in a courteous, professional, and respectful manner.
• Collaborate in a team environment, demonstrating active listening, empathy, and problem-solving in both verbal and written interactions.
• Maintain a professional demeanor and appearance in various workplace settings, including high-pressure or time-sensitive situations.
• Demonstrate flexibility and adaptability when working with peers, clients, and vendors of diverse backgrounds, roles, and communication styles.
• Appropriately interpret and respond to verbal and nonverbal cues, ensuring productive dialogue and positive working relationships.
• This position requires the ability to perform the following cognitive tasks with or without reasonable accommodation :
• Apply sound judgment and decision-making in routine and non-routine situations.
• Prioritize multiple tasks or projects while managing time effectively in a fast-paced environment.
• Analyze problems, troubleshoot issues, and develop logical solutions based on available information.
• Maintain attention to detail and accuracy while completing tasks, reports, or documentation.
• Retain and apply procedural or technical knowledge as it relates to the role’s responsibilities.
• Adapt to changes in priorities, procedures, and technologies; adjust quickly to changes of assignments.
• Able to identify when escalation is necessary and take appropriate action to involve higher-level support or leadership.
• Demonstrates sound judgment in escalating complex or high-impact issues while maintaining clear communication with team members and stakeholders.
• Work independently or as part of a team, demonstrating initiative and reliability.
• Other Expectations :
• Must be logged in to your workstation and ready to work by the beginning of your shift (e.g., 8 : 00 AM).
• Must possess and maintain a valid?Arkansas driver’s license?and present it upon request when performing job duties which require operating a vehicle.
• Must have reliable transportation.
• Occasional lifting or moving equipment (PCs, monitors, etc.).
• Travel may be required for client engagements, emergencies, or project support.

This job description describes the general nature and level of work being performed. It is not meant to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties may change or be assigned as needed to meet business requirements.

Pinnacle IT is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status under applicable law.

We are committed to providing a work environment that supports individuals of all backgrounds and abilities. If you require reasonable accommodation during the application or interview process, or to perform the essential functions of this position, please let us know.

• Job Type : Full-time
• Salary
• : Starting $27.00 per hour
• Benefits
• Health insurance
• 401(k)
• 401(k) matching
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Experience level :
• Minimum of 3 years
• Schedule
• 8-hour shift
• Day shift
• Monday to Friday
• Experience
• Help Desk : 3 years (Preferred)
• 365 : 3 years (Preferred)

Job Type : Full-time

Pay : From $27.00 per hour

Benefits :
• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement

Experience :

• 365 Cloud : 2 years (Required)

Location :

• Little Rock, AR 72211 (Required)

Work Location : In person