Level 1 Help Desk Technician

We are seeking a Level 1 Help Desk Technician to join our IT team. This is an entry-level opportunity for someone looking to build their career in information technology. The ideal candidate will have either a degree in Information Technology, Computer Science, Cybersecurity, or a related technical field with no professional IT experience required, or 1-2 years of hands-on IT support experience if they do not have a degree.

The Level 1 Help Desk Technician will be the first point of contact for employees experiencing technical issues and will assist with day-to-day IT support, Microsoft 365, user accounts, workstation setup, and basic troubleshooting.

• Provide Level 1 technical support to employees in person, by phone, email, and through the IT ticketing system.
• Troubleshoot Windows desktop and laptop issues.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, One Drive, and SharePoint.
• Assist with Microsoft 365 and Entra  administration.
• Assist with password resets, MFA enrollment, account lockouts, and user access issues.
• Set up and configure laptops, desktops, monitors, printers, docking stations, and other peripherals.
• Assist with new employee onboarding and offboarding.
• Install approved software and troubleshoot common application issues.
• Troubleshoot basic network connectivity, Wi‑Fi, VPN, printer, and peripheral issues.
• Maintain accurate documentation of support requests and resolutions.
• Maintain IT asset and equipment records.
• Escalate issues to senior IT staff or vendors when appropriate.
• Follow established IT security policies and procedures.
• Assist the IT department with projects and other technical tasks as needed.

Candidates should meet one of the following experience/education requirements:

• Bachelor's or Associate's degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related technical field. Professional IT experience is not required for candidates with a relevant degree.

OR

• 1-2 years of professional, hands-on IT support or help desk experience for candidates without a college degree.

Additionally, candidates should have:

• Working knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with Outlook, Teams, Word, Excel, One Drive, and SharePoint.
• Basic understanding of computer hardware, software, and networking.
• Ability to troubleshoot common computer and application issues.
• Strong written and verbal communication skills.
• Strong customer service skills and patience when working with non-technical users.
• Ability to document work clearly and accurately.
• Willingness to learn new technologies and take direction from senior IT staff.

• Active Directory experience
• Basic understanding of IP addressing, DNS, DHCP, Wi‑Fi, and VPNs
• Experience with a help desk or ticketing system
• CompTIA A+, Network+, Security+, or Microsoft certifications
• Experience supporting users in a business environment

We understand this is a Level 1 position and do not expect candidates to know everything. We are looking for someone who has a strong technical foundation, an interest in IT, and the ability to learn.

The right candidate will be:

• Dependable and professional
• Eager to learn and grow
• Detail-oriented and organized
• Patient with users of all technical skill levels
• Able to follow documented processes and procedures
• Willing to research and troubleshoot before escalating an issue
  
  Comfortable asking for help when needed
• Able to work independently while being part of an IT team

Entry Level / 0-2 Years

A relevant IT degree may substitute for professional experience. Candidates without a degree should have approximately 1-2 years of hands‑on IT support experience.

This position provides an opportunity to develop skills in Microsoft 365, systems administration, networking, cybersecurity, and enterprise IT operations while working alongside experienced IT professionals.