Help Desk Technician (Level 1)

Level 1 Help Desk TechnicianWe 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 ResponsibilitiesEnd-User and Desktop SupportServe as the first point of contact for end users through phone, email, chat, and walk-up requestsTroubleshoot and resolve common Windows desktop, laptop, printer, and peripheral issuesProvide first-line support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDriveAssist with basic workstation setup, software installation, and device configurationEscalate unresolved or complex issues to Tier 2 with clear, detailed troubleshooting notesIdentity and Access SupportPerform password resets and assist users with MFA enrollment and sign-in issuesSubmit and process account, group, and license requests in Entra ID (Azure AD) and Active DirectorySupport onboarding and offboarding activities, including equipment setup and account activationAssist users with access to shared drives, distribution lists, and mailboxesTicketing and DocumentationLog, categorize, and track all support requests in the IT service management (ITSM) platformFollow standard operating procedures and knowledge base articles to resolve recurring issuesKeep users informed of ticket status and expected resolution timelinesDocument troubleshooting steps and contribute to the knowledge baseHardware and Asset SupportPrepare, image, and deploy workstations and peripherals for new and existing usersTrack hardware assets and assist with inventory and basic stock managementSupport conference room AV setup and basic connectivity issuesRequired Qualifications1–2 years of help desk, customer service, or IT support experienceBasic understanding of Windows 10/11 and Microsoft 365 applicationsFamiliarity with common desktop hardware, printers, and peripheralsStrong customer-service orientation with clear written and verbal communication skillsAbility to follow documented procedures and escalate issues appropriatelyHigh school diploma or equivalent experiencePreferred QualificationsIndustry certifications or coursework such as CompTIA A+, MS-900, or AZ-900, or active pursuit of these credentialsExperience with ITSM or ticketing platforms such as ServiceNow, Atera, Freshservice, or similar toolsFamiliarity with Entra ID (Azure AD) and Active Directory fundamentalsExperience supporting remote and hybrid usersPrior IT internship, technical lab, or home-lab experienceCore CompetenciesFriendly, patient, customer-focused attitudeEagerness to learn and develop technical skillsStrong organizational skills and consistent follow-throughAbility to explain technical steps in clear, plain languageDependable team player