Level 1 IT Support Technician; Entry Level

We are seeking a motivated Level 1 IT Support Technician to join a large-scale enterprise IT organization. This individual will serve as the first point of contact for end-user technical support, providing exceptional customer service while troubleshooting hardware, software, account access, and device-related issues.

The ideal candidate will have experience supporting enterprise environments, handling service tickets, deploying hardware, and assisting users across a Microsoft-based infrastructure. This role requires strong communication skills, a customer-first mindset, and the ability to resolve technical issues in a fast-paced environment.

• Provide first-level technical support for end users via phone, email, chat, and walk-up requests.
• Troubleshoot and resolve issues related to:
• Windows 10 and Windows 11 operating systems
• Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint)
• Azure Entra  (formerly Azure Active Directory)
• Printers, peripherals, and endpoint devices
• Dell desktops, laptops, docking stations, and monitors
• Proprietary business applications
• Create, update, and manage incidents and service requests within Service Now.
• Provision, deploy, and support company-issued hardware and software.
• Perform password resets, account unlocks, access requests, and user onboarding/offboarding activities.
• Configure and deploy devices using Microsoft Autopilot.
• Escalate unresolved issues to Level 2 or specialized support teams as needed.
• Maintain accurate documentation of troubleshooting steps, resolutions, and support procedures.
• Assist with workstation setup, hardware refresh projects, office relocations, and technology deployments.
• Support conference room technology and basic audio/video equipment.
• Adhere to IT service management (ITSM) processes, security policies, and operational standards.
• Meet established service-level agreements (SLAs) and customer satisfaction goals.

• 1-3 years of experience in an IT Help Desk, Desktop Support, or Service Desk environment.
• Experience supporting Windows 10 and Windows 11 environments.
• Hands‑on experience with Office 365 administration and troubleshooting.
• Familiarity with Azure Entra  / Active Directory user management.
• Experience using Service Now or a comparable ticketing system.
• Knowledge of computer hardware, peripherals, printers, and networking fundamentals.
• Experience supporting Dell hardware and endpoint devices.
• Strong troubleshooting and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests in a fast‑paced enterprise environment.

• Experience with Microsoft Autopilot device deployments.
• Knowledge of mobile device support (iOS and Android).
• Understanding of VPN, MFA, and enterprise security best practices.
• Exposure to enterprise software deployment and asset management tools.
• Experience supporting remote users across multiple locations.
• CompTIA A+, Network+, or Microsoft certifications are a plus.

• Service Now
• Microsoft Office 365
• Azure Entra
• Windows 10 / Windows 11
• Microsoft Autopilot
• Dell Laptops & Desktops
• Printers & Peripheral Devices
• Active Directory
• Microsoft TeamsVPN & MFA Solutions
• Proprietary Enterprise Applications

This is a Contract to Hire position based out of Flowery Branch, GA.

The pay range for this position is $18.00 - $20.50/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your…