Tech Support Specialist - Level 1

Job Description

• Provide first-line technical support for end users (hardware, software, access issues)
• Respond to tickets via phone, email, ticketing system, and walk‑ups
• Troubleshoot Microsoft 365, VPN, and business applications
• Perform password resets, account unlocks, and access provisioning
• Document, update, and resolve tickets while maintaining accurate notes
• Escalate complex issues to Level 2/3 teams
• Support new hire onboarding (account setup, device provisioning)
• Configure and deploy laptops, peripherals, and mobile devices
• Assist with offboarding and equipment recovery
• Maintain inventory of devices and assets
• Communicate clearly with users on issue status and resolution
• Participate in on‑call rotations and support operational initiatives

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Experience providing Level 1 / Help Desk technical support
• Strong troubleshooting skills across:
  • Windows 10/11 environments
  • Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
• Familiarity with Active Directory / Entra  (account management, password resets)
• Experience with ticketing systems (Service Now, Fresh service, or similar)
• Basic networking knowledge (TCP/IP, VPN, DNS, Wi‑Fi)
• Hardware support experience (laptops, desktops, printers, mobile devices)
• Ability to document tickets and troubleshoot clearly
• Strong customer service and communication skills
• Ability to support remote and onsite users - Exposure to software licensing and inventory management
• Knowledge of basic cybersecurity / endpoint security practices
• Previous involvement in onboarding/offboarding processes
• Experience maintaining knowledge base documentation