Help Desk Technician- Level 1

Position Summary
The Level I Help Desk Technician is the first point of contact for client support requests, providing prompt, courteous first-level technical support and ensuring issues are documented, resolved, or escalated appropriately. This role suits a technician with some prior support experience who enjoys solving problems and delivering a great client experience.

Job Responsibilities

• Answer customer calls and tickets, provide first-level support - password resets, Microsoft 365 / Exchange Online assistance (mailbox issues, license and MFA resets), Active Directory account unlocks, desktop application and Windows 10/11 troubleshooting, printer and peripheral issues, VOIP phone support, and basic server tasks.

• Should have an understanding of basic routing, IP addressing, DHCP, DNS, and wireless terms (SSID, AP, 802.1x, etc.). Familiarity with basic telecom concepts is helpful.

• Identify, evaluate, and resolve IT-related issues for business customers.

• Escalate and coordinate repair and resolution of issues with Level II / III network technicians and engineers as necessary to resolve customer issues.

• Maintain ownership of follow-up communication with customers to ensure their satisfaction and the full resolution of their open issues.

• Accurately log and document all activity, including time entries, in the PSA to ensure complete records of issues and resolutions for each account.

• Assist with new-hire onboarding and offboarding - account provisioning, endpoint setup, and access changes.

• Follow documented security procedures and operate within client compliance requirements (e.g., MFA enrollment, endpoint protection, and application allow listing).

• Provide onsite customer support when necessary to resolve issues or assist in onboarding new customer accounts.

• Other duties as assigned.

Tools & Environment
Hands-on experience with any of the following is a plus; we will train the right candidate on our stack:

• Connect Wise (PSA and RMM)

• IT Glue (documentation)

• Sentinel One (endpoint protection)

• Duo (multi-factor authentication)

• Threat Locker (application allow listing / zero trust)

Organizational Responsibilities

• Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety, and a high-reliability organization; behavior supports the organization's core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation.

Qualifications

• Technical support experience required - 2+ years of experience as a help desk or technical support technician.

• Prior MSP (managed service provider) experience a plus.

• High school diploma required; some college preferred.

• Working understanding of basic networking concepts (IP addressing, DHCP, DNS, wireless).

• Desire to assist clients with problem resolution in a courteous, professional manner.

• Focused, with great attention to detail.

• Ability to function in a fast-paced, client-focused environment.

• Ability to travel to local client sites.

Benefits

• Health, dental, and vision coverage.

• Generous vacation and paid time off (PTO) policy.