L1 Help Desk Lead

Position Summary

As an L1 Help Desk Lead, you will serve as the first line of technical support-helping end users resolve issues related to Microsoft 365, account access, devices, and service requests. You'll work with tools such as Active Directory , Microsoft Entra ID , Microsoft 365 Admin Center , and ServiceNow . This role is perfect for someone looking to gain hands‑on experience in a fast‑paced MSP environment and build a strong foundation in IT support and cloud administration.

Key Responsibilities

• Serve as the initial point of contact for end‑user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot account issues in Active Directory and Microsoft Entra ID , including password resets, lockouts, and group membership updates.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
• Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
• Escalate advanced issues – such as device compliance, Conditional Access modifications, and file migrations – to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation (e.g., knowledge‑base articles).
• Maintain clear, professional communication with end users throughout the support process.

Preferred Exposure or Willingness to Learn

• Microsoft 365 Admin Center: license checks, mailbox management, Teams administration.
• Intune / Endpoint Manager: basic understanding of device compliance and enrollment troubleshooting.
• Conditional Access & Security: awareness of security controls and when to escrow issues.
• SharePoint/Teams Migrations: basic troubleshooting during cloud storage transitions.

Qualifications

• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory , Microsoft 365 , and ServiceNow (or similar platforms).
• Strong communication and customer service skills.
• Ability to follow processes and collaborate effectively with remote teams.
• Eagerness to learn and grow in cloud administration and endpoint security.
• Ability to create and maintain documentation (e.g., KB articles).