Desktop & Remote Support Technician (Level 1-2)

Job Description

Job Description

Desktop & Remote Support Technician (Level 1–2)

Company: NowConcepts, LLC

Location: Remote / On‐site as needed

Schedule: Monday, Wednesday, Friday remote support 10a to 7p. Tuesday, Thursday onsite support in Richardson TX flexible 10a - 7p.

Overview

NowConcepts delivers modern IT solutions, cloud services, and business‐focused technology support to small and mid‐sized organizations. We are looking for a highly capable Desktop & Remote Support Technician who excels at end‐user support, cloud collaboration tools, and troubleshooting across Windows environments. This role is ideal for someone who enjoys solving problems, communicating clearly, details focused, and helping users work more efficiently.

Key Responsibilities

End‐User Support (Primary Focus)

• Provide Level 1–2 technical support via remote tools, phone, and onsite visits.
• Troubleshoot Windows desktop issues, application errors, connectivity problems, and user‐reported incidents.
• Deliver exceptional customer service with clear communication, patience, and professionalism.
• Document all support interactions, resolutions, and follow‐up steps in the ticketing system.

Microsoft 365 / Cloud Collaboration

• Support and troubleshoot OneDrive for Business , including sync issues, file conflicts, and device integration.
• Manage and support SharePoint Online shared folders, permissions, access requests, and file‐sharing workflows.
• Assist users with Teams , Outlook, and other O365 productivity applications.
• Guide users on best practices for cloud storage, collaboration, and secure file sharing.

Active Directory & File Access

• Create, modify, and disable user accounts in Active Directory .
• Understand and manage NTFS permissions , shared folders, mapped drives, and group‐based access.
• Troubleshoot access issues related to AD, file servers, and cloud‐based identity integrations.

Systems & Device Support

• Support desktops, laptops, printers, and peripheral devices.
• Perform basic network troubleshooting (Wi‐Fi, DNS, VPN, connectivity).
• Assist with workstation setup, imaging, and configuration.

Required Skills & Experience

• 1–3 years of experience in a technical support or helpdesk role.
• Strong knowledge of OneDrive , SharePoint Online , and Office 365 administration/support .
• Working knowledge of Active Directory , including user/group management and file share permissions.
• Solid understanding of Windows 10/11 troubleshooting.
• Ability to explain technical concepts to non‐technical users.
• Strong documentation habits and attention to detail.
• Experience supporting remote users and cloud‐centric environments across multiple and diverse customers.

Preferred Qualifications

• Exposure to RMM tools, ticketing systems, or MSP environments.
• Experience with Microsoft 365 Admin Center.
• Familiarity with on-prem AD / Azure / Entra ID concepts.
• Basic understanding of network fundamentals (DHCP, DNS, VPN).
• CompTIA A+, Network+, or Microsoft certifications (optional but beneficial).

What Success Looks Like in This Role

• Users feel supported, heard, and confident in the solutions you provide.
• Issues are resolved efficiently with clear communication and follow‐through.
• You proactively identify recurring problems and suggest improvements.
• You represent NowConcepts with professionalism, reliability, and a service‐first mindset.