> Markdown version of [/jobs/ext/2155951-level-one-help-desk](https://www.wearedevelopers.com/jobs/ext/2155951-level-one-help-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Level One Help Desk - **Company:** Trova View all jobs - **Location:** Melbourne, FL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** IEEE 802.1X, Microsoft Windows, Active Directory, Software Applications, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, IP Addressing, Networking Basics, Routing, Internet Protocol Telephony, SentinelOne Expertise - **Published:** August 20, 2026 - **Apply:** https://www.careerjet.com/jobad/usaf6eded893aac32ada88088903382b9b ## About the Role * 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. ## Description 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. 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