Level One Help Desk

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., * 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 allowlisting).
• 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:
• ConnectWise (PSA and RMM)
• IT Glue (documentation)
• SentinelOne (endpoint protection)
• Duo (multi-factor authentication)
• ThreatLocker (application allowlisting / zero trust)

Organizational Responsibilities * 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.

• 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 * dental, and vision coverage.

• vacation and paid time off (PTO) policy.