L1 Help Desk Technician

FringeIT is seeking an L1 Help Desk Technician who will serve as one of the primary technical contacts for managed-services customers.

This is a full-time salaried remote-support position. It is separate from FringeIT’s Field Services organization, whose hourly W-2 technicians perform work requiring physical presence at customer locations.

The L1 Help Desk Technician will resolve common support issues, maintain assigned tickets, perform approved administrative work, document troubleshooting, and escalate issues appropriately to more senior technical personnel.

Responsibilities

• Respond to customer requests through ticketing, phone, remote support, and other approved channels.
• Troubleshoot Windows workstation, software, printing, peripheral, connectivity, and account issues.
• Support Microsoft 365 and common SaaS environments.
• Assist with password resets, MFA, user provisioning, and approved access changes.
• Diagnose endpoint problems using FringeIT’s remote-support and management tools.
• Maintain clear and complete ticket documentation.
• Follow identity-verification and security procedures.
• Monitor assigned tickets and service commitments.
• Identify incidents requiring escalation to L2, L3, security, or other specialists.
• Assist with workstation deployment and employee onboarding/offboarding activities.
• Support endpoint patching and management processes.
• Develop and maintain internal knowledge-base documentation.
• Communicate clearly and professionally with nontechnical users.
• Coordinate with Field Services when an issue requires onsite intervention.

Experience with Windows desktop support, Microsoft 365, Active Directory and/or Microsoft Entra ID, basic networking, endpoint management, ticketing systems, and remote-support tools is valuable.

Previous MSP or internal IT help-desk experience is preferred, but strong technical fundamentals and demonstrated troubleshooting ability may substitute for formal experience.

Candidates should understand when to continue troubleshooting and when to escalate.

Strong written documentation and customer communication skills are important.

The L1 role is intended to be an entry point into FringeIT’s larger technical organization rather than a permanent ceiling.

Potential progression may include L2 support, systems administration, networking, cybersecurity, cloud services, service management, or other technical positions within FringeIT and the broader Novavirt organization.

Employment may begin as customer demand and recurring revenue justify the position.

Pay: $60,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

FringeIT provides managed technology services for small and mid-sized organizations, including help desk support, endpoint management, server management, cybersecurity, monitoring, patch management, and related IT operations.

FringeIT is building a technical-support organization around responsive customer service, strong documentation, defined escalation paths, and opportunities for employees to grow into increasingly advanced technical roles.