Desktop & Remote Support Technician; Level 1-2

Job Description

Desktop & Remote Support Technician (Level 1–2)

Company: Now Concepts, LLC

Location: Remote / On-/site as needed

Schedule: Monday, Wednesday, Friday remote support 10a to 7p. Tuesday, Thursday onsite support in Richardson TX flexible 10a - 7p.

Now Concepts delivers modern IT solutions, cloud services, and business- focused technology support to small and mid-sized organizations. We are looking for a highly capable Desktop & Remote Support Technician who excels at end-user support, cloud collaboration tools, and troubleshooting across Windows environments. This role is ideal for someone who enjoys solving problems, communicating clearly, details focused, and helping users work more efficiently.

• Provide Level 1–2 technical support via remote tools, phone, and onsite visits.
• Troubleshoot Windows desktop issues, application errors, connectivity problems, and user- reported incidents.
• Deliver exceptional customer service with clear communication, patience, and professionalism.
• Document all support interactions, resolutions, and follow-up steps in the ticketing system.

• Support and troubleshoot One Drive for Business
  , including sync issues, file conflicts, and device integration.
• Manage and support SharePoint Online shared folders, permissions, access requests, and file-sharing workflows.
• Assist users with Teams
  , Outlook, and other O365 productivity applications.
• Guide users on best practices for cloud storage, collaboration, and secure file sharing.

• Create, modify, and disable user accounts in Active Directory
  .
• Understand and manage NTFS permissions
  , shared folders, mapped drives, and group-based access.
• Troubleshoot access issues related to AD, file servers, and cloud-based identity integrations.

• Support desktops, laptops, printers, and peripheral devices.
• Perform basic network troubleshooting (Wi-Fi, DNS, VPN, connectivity).
• Assist with workstation setup, imaging, and configuration.

• 1–3 years of experience in a technical support or helpdesk role.
• Strong knowledge of One Drive
  , SharePoint Online
  , and Office 365 administration/support
  .
• Working knowledge of Active Directory
  , including user/group management and file share permissions.
• Solid understanding of Windows 10/11 troubleshooting.
• Ability to explain technical concepts to non-technical users.
• Strong documentation habits and attention to detail.
• Experience supporting remote users and cloud-centric environments across multiple and diverse customers.

• Exposure to RMM tools, ticketing systems, or MSP environments.
• Experience with Microsoft 365 Admin Center.
• Familiarity with on-prem AD / Azure / Entra .
• Basic understanding of network fundamentals (DHCP, DNS, VPN).
• CompTIA A+, Network+, or Microsoft certifications (optional but beneficial).

• Users feel supported, heard, and confident in the solutions you provide.
• Issues are resolved efficiently with clear communication and follow-through.
• You proactively identify recurring problems and suggest improvements.
• You represent Now Concepts with professionalism, reliability, and a service-first mindset.