L1- End User Services Technician

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 WiFi/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

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

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

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)