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# EUS Engineer L1 Support

- **Company:** Lorven Technologies Inc
- **Location:** New York, NY, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Access Network, Active Directory, JIRA, Microsoft Outlook, Virtual Private Networks (VPN), Computer Performance, Zero Trust Network Access, Microsoft SharePoint, Software Vulnerability Management, Cisco Anyconnect, Wi-Fi Technology, Connectivity Problems, Microsoft InTune, Information Technology, Deployment Automation, Casper Suite, 3-tier Architectures, SentinelOne Expertise, User Accounts
- **Published:** June 2, 2026
- **Apply:** https://www.dice.com/job-detail/bd78069d-e4bc-4d44-b2ef-df0328579aef

## About the Role

* 3-5 years of IT helpdesk or desktop support experience
 * Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
 * Familiarity with Microsoft Intune, Windows Autopilot, and JAMF
 * Windows and MAC experience is must
 * Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
 * Experience with Jira Service Management or equivalent ITSM platform
 * Strong communication skills and a customer-first approach
 * Must be eligible to work in the United States without sponsorship

Preferred:

 * CompTIA A+ or equivalent certification
 * ITIL 4 Foundation certification
 * Experience supporting a distributed or remote workforce
 * Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

## Description

This role serves as the first line of IT support for associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce., * Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction

 * Troubleshoot Wi-Fi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
 * Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
 * Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
 * Install approved software and provide admin elevation for authorized applications, coordinate with the security team on non-standard requests
 * Manage the full associate lifecycle - onboarding, offboarding, and access changes in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
 * Apply fast, accurate diagnosis - escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base


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