Tech Support Specialist - Level 1

• Provide first-line technical support for end users (hardware, software, access issues)
• Respond to tickets via phone, email, ticketing system, and walk-ups
• Troubleshoot Microsoft 365, VPN, and business applications
• Perform password resets, account unlocks, and access provisioning
• Document, update, and resolve tickets while maintaining accurate notes
• Escalate complex issues to Level 2/3 teams
• Support new hire onboarding (account setup, device provisioning)
• Configure and deploy laptops, peripherals, and mobile devices
• Assist with offboarding and equipment recovery
• Maintain inventory of devices and assets
• Communicate clearly with users on issue status and resolution Participate in on-call rotations and support operational initiatives

• Experience providing Level 1 / Help Desk technical support
• Strong troubleshooting skills across:
• Windows 10/11 environments
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Familiarity with Active Directory / Entra ID (account management, password resets)
• Experience with ticketing systems (ServiceNow, Freshservice, or similar)
• Basic networking knowledge (TCP/IP, VPN, DNS, Wi-Fi)
• Hardware support experience (laptops, desktops, printers, mobile devices)
• Ability to document tickets and troubleshoot clearly
• Strong customer service and communication skills Ability to support remote and onsite users

Nice to Have Skills & Experience

• Exposure to software licensing and inventory management
• Knowledge of basic cybersecurity / endpoint security practices
• Previous involvement in onboarding/offboarding processes
• Experience maintaining knowledge base documentation

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.