> Markdown version of [/jobs/ext/238357-level-1-helpdesk-engineer](https://www.wearedevelopers.com/jobs/ext/238357-level-1-helpdesk-engineer). 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 1 Helpdesk Engineer - **Company:** MC GROUP, INC. - **Location:** Phoenix, AZ, United States (Remote available) - **Salary:** $40,000.0 - $50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Windows, Active Directory, Microsoft Outlook, Computer Maintenance, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, User Provisioning Software, VPN Clients - **Published:** May 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1259d63b9e7e1ebe ## About the Role Do you have a valid Driver's License license?, Do you have experience in Teamwork?, Do you have a High school diploma or GED?, Are you the person everyone calls first when technology gets in the way? You love following well-documented processes, communicating clearly, and delivering a consistent, positive outcome for users with all experience levels. If you're ready for variety, growth, and a team that loves to laugh while doing excellent work, this is the role for you., * High School Diploma (or equivalent) * IT coursework/certifications a plus CompTIA A+, Network+, Microsoft MD-102, AZ-900 encouraged (company funded upon completion) * Valid driver's license, reliable transportation, and professional appearance. * Able to lift up to 50 lbs (deploying equipment). Skill * Exceptional phone communication and customer empathy; clear written notes. * Process-driven; strong attention to detail; documents everything. * Critical thinking with sound judgment to escalate appropriately. * Team-oriented; comfortable independently executing checklists. ## Description As an L1 Helpdesk Engineer, you are the first point of contact for client users. You'll answer calls (email second), triage issues, resolve common endpoint problems, and complete standardized onboarding/offboarding tasks. You will work in our office daily, with occasional WFH, and go onsite to clients regularly., * First-contact support (call-first): Answer incoming support calls; create/update tickets; perform basic troubleshooting; keep users informed until resolution. * Account & access administration: Microsoft 365/Active Directory password resets; basic user provisioning/deprovisioning; MFA resets per documented procedures. * Endpoint setup & care: New user/computer setups using standard build steps; application installs; browser/profile configuration; basic PC maintenance. * Connectivity & VPN: Basic VPN client setup; user-side connectivity checks; escalate any networking issues beyond documented scope. * Printers & scanning: Install/configure printers/MFDs; troubleshoot scan-to-email/workflows; coordinate with vendors when needed. * Documentation: Follow SOPs precisely; update ITGlue with steps taken, device/user changes, and knowledge articles for recurring issues. * Onsite support: Visit client sites for hands-on tasks, deployments, and scheduled work following checklists. * Dispatch coverage (backup): Serve as backup for Service Coordinator during absences (ticket triage, scheduling, client communications). Tools You'll Use (Daily) ConnectWise PSA, Kaseya VSA, Microsoft Office applications (Outlook, Word, etc.), ITGlue ## Related Videos - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)