Help Desk Technician (Level 1)

Job Description

Job Description

Position Summary

We are seeking a Level 1 Help Desk Technician to serve as the first point of contact for end users in a Microsoft 365 and Azure-centric environment. This role is responsible for responding to inbound support requests, resolving common desktop, application, and account issues, and escalating more complex problems to the Tier 2 team.

The ideal candidate brings a friendly, customer-first attitude, an eagerness to learn, and a methodical approach to troubleshooting. You will support users remotely across multiple sites and provide in-person support on site.

Key Responsibilities

End-User and Desktop Support

• Serve as the first point of contact for end users through phone, email, chat, and walk-up requests
• Troubleshoot and resolve common Windows desktop, laptop, printer, and peripheral issues
• Provide first-line support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive
• Assist with basic workstation setup, software installation, and device configuration
• Escalate unresolved or complex issues to Tier 2 with clear, detailed troubleshooting notes

Identity and Access Support

• Perform password resets and assist users with MFA enrollment and sign-in issues
• Submit and process account, group, and license requests in Entra ID (Azure AD) and Active Directory
• Support onboarding and offboarding activities, including equipment setup and account activation
• Assist users with access to shared drives, distribution lists, and mailboxes

Ticketing and Documentation

• Log, categorize, and track all support requests in the IT service management (ITSM) platform
• Follow standard operating procedures and knowledge base articles to resolve recurring issues
• Keep users informed of ticket status and expected resolution timelines
• Document troubleshooting steps and contribute to the knowledge base

Hardware and Asset Support

• Prepare, image, and deploy workstations and peripherals for new and existing users
• Track hardware assets and assist with inventory and basic stock management
• Support conference room AV setup and basic connectivity issues

Required Qualifications

• 1–2 years of help desk, customer service, or IT support experience
• Basic understanding of Windows 10/11 and Microsoft 365 applications
• Familiarity with common desktop hardware, printers, and peripherals
• Strong customer-service orientation with clear written and verbal communication skills
• Ability to follow documented procedures and escalate issues appropriately
• High school diploma or equivalent experience

Preferred Qualifications

• Industry certifications or coursework such as CompTIA A+, MS-900, or AZ-900, or active pursuit of these credentials
• Experience with ITSM or ticketing platforms such as ServiceNow, Atera, Freshservice, or similar tools
• Familiarity with Entra ID (Azure AD) and Active Directory fundamentals
• Experience supporting remote and hybrid users
• Prior IT internship, technical lab, or home-lab experience

Core Competencies

• Friendly, patient, customer-focused attitude
• Eagerness to learn and develop technical skills
• Strong organizational skills and consistent follow-through
• Ability to explain technical steps in clear, plain language
• Dependable team player