Level 1 HelpDesk Support Technician
Listed on 2026-02-16
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IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
About Layer
27
Layer
27 is a managed IT services and security provider (MSP/MSSP) based in Durham, NC, serving businesses in healthcare, legal, and professional services. We take a security‑first, cloud‑forward approach to everything we do. Our team leverages AI‑powered automation to drive faster resolutions, improve documentation, and eliminate repetitive work. This isn't break‑fix IT—we deliver proactive, strategic services that let our clients focus on running their business.
the Role
We are looking for a Level 1 Help Desk Technician to join our Managed Services team. This role is your first point of contact for our clients—you'll own the initial support experience and set the tone for how our clients perceive Layer
27. Speed, communication, and follow‑through matter here.
The ideal candidate has a strong foundation in Microsoft 365 administration—not just end‑user support, but real admin‑level comfort with Exchange Online, SharePoint, Teams, One Drive, Entra , Conditional Access, and Intune. You should be able to troubleshoot mail flow issues, manage user licensing, configure basic security policies, and support hybrid environments where on‑premises Active Directory syncs to the cloud.
As an MSP technician, you will support multiple clients across different industries simultaneously. This requires strong multitasking skills, the ability to context‑switch without dropping details, and a genuine commitment to clear, timely communication. If a client reaches out, they should hear back quickly—and they should understand exactly what's happening with their issue.
Key ResponsibilitiesMicrosoft 365 Administration & Support
- Serve as the primary support resource for Microsoft 365 issues including Exchange Online, SharePoint Online, Microsoft Teams, One Drive for Business, and Intune
- Manage user accounts, licensing, distribution groups, shared mailboxes, and mail flow rules in the Microsoft 365 Admin Center and Exchange Admin Center
- Troubleshoot email delivery issues, calendar delegation, mailbox permissions, and Outlook client connectivity with confidence and urgency
- Support Intune device enrollment, compliance policies, and application deployment for Windows and mobile endpoints
- Assist with SharePoint site permissions, One Drive sync issues, and Teams configuration including channels, guest access, and meeting policies
- Support Conditional Access policies, Multi‑Factor Authentication (MFA) enrollment, and Entra defaults under the direction of senior engineers
End‑User Support & Ticket Management
- Provide fast, professional remote support for end‑user issues across workstations, printers, VPN, and standard business applications
- Manage tickets and service requests in HaloPSA with thorough documentation of all troubleshooting steps, client communication, and resolution details
- Own your ticket queue—respond to new tickets promptly, keep clients updated proactively, and elevate to Level 2 when an issue exceeds your scope with clear context on what you've already tried
- Monitor and respond to alerts from Ninja One RMM, taking proactive action on endpoint health, patching status, and service disruptions before clients are impacted
Hybrid Environment Basics
- Understand the fundamentals of Active Directory (user accounts, group memberships, password resets, OU structure) and how it integrates with Entra Azure AD Connect
- Support basic hybrid scenarios such as password sync issues, account provisioning, and group membership changes that flow between on‑premises AD and Microsoft 365
- Escalate complex hybrid identity, Azure, or infrastructure issues to Level 2 with proper documentation
Communication & Process
- Communicate with clients clearly and promptly—explain issues in plain language, set realistic expectations, and follow up without being asked
- Follow established SOPs and runbooks while also identifying opportunities for improvement and contributing ideas for efficiency
- Leverage AI tools and prompt engineering to enrich ticket documentation, automate repetitive tasks, and deliver faster resolutions
- Microsoft 365 Admin Center, Exchange Online, SharePoint…
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