Help Desk Specialist

Job Title: Help Desk Technician – Tier 1

Job Summary

The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.

Key Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system
• Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
• Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)
• Perform password resets, MFA setup, and account unlocks
• Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
• Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
• Install, configure, and maintain software and operating systems (Windows/macOS)
• Document incidents, resolutions, and processes in the ticketing system
• Escalate unresolved or complex issues to Tier 2 or senior IT staff
• Maintain knowledge base articles and user guides
• Follow IT policies, security standards, and compliance requirements

Required Qualifications

• High school diploma or equivalent (Associate’s degree in IT or related field preferred)
• 0–2 years of experience in a help desk or technical support role
• Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts
• Familiarity with Microsoft Azure fundamentals
• Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
• Strong problem-solving and communication skills
• Ability to prioritize tasks and manage time effectively

Preferred Qualifications

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Understanding of cybersecurity best practices
• Relevant certifications such as:
• Microsoft Certified: Azure Fundamentals (AZ-900)
• CompTIA A+ or Network+

Key Skills

• Customer service orientation
• Troubleshooting and analytical thinking
• Attention to detail
• Team collaboration
• Documentation and knowledge sharing