> Markdown version of [/jobs/ext/3474633-level-1-help-desk-technician](https://www.wearedevelopers.com/jobs/ext/3474633-level-1-help-desk-technician). 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 Help Desk Technician - **Company:** Altitude Unlimited Inc. - **Location:** Lyndhurst, NJ, United States - **Experience:** Starter - **Salary:** $47,500.0 - $54,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Microsoft Azure, BASIC (Programming Language), Microsoft Online Services, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, IP Cameras, Network Connections, Network Video Recorder, Cloud Services, Remote Service Software, Microsoft SharePoint, Systems Integration, TCP/IP, Wi-Fi Technology, Office365, Peripherals, Microsoft InTune, Laptops, Windows Client, User Accounts - **Published:** September 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=01f43cd39ba46372 ## About the Role This is an on-site position at Altitude Unlimited's Lyndhurst office. The successful candidate will have one to two years of IT support experience, prior experience working in a managed services environment, and a service-oriented approach to supporting multiple clients with different systems, priorities, and business requirements. The position is designed for a hands-on technician who enjoys building and integrating hardware and is comfortable visiting client locations for troubleshooting support after training. The technician is expected to work full-time in the Lyndhurst office during the initial three-to-four-month training and performance period. After that period, a hybrid work arrangement may be considered for an employee who has completed training, demonstrated excellent and consistent performance, and can support client and operational needs effectively. Hybrid work is not guaranteed and remains subject to business needs and Company approval., * Two to four years of professional IT help desk, desktop support, or technical support experience. * Prior experience supporting multiple clients in a managed service provider environment. * Working knowledge of Windows 10 and Windows 11, Microsoft 365 applications, user accounts, and common endpoint troubleshooting. * Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and the relationship between endpoints, networks, and cloud services. * Ability to troubleshoot methodically, document work accurately, manage competing priorities, and recognize when escalation is required. * Strong verbal and written communication skills and a professional client-service approach. * Ability to work on-site in Lyndhurst, New Jersey, during the assigned schedule and to travel locally when business needs require it. * Willingness to perform practical, hands-on technical work and provide troubleshooting support at client locations after training. * Ability to pass any job-related background screening and meet client-site access requirements, subject to applicable law and Company policy., * An interest and hands-on experience building, upgrading, repairing, or configuring desktop workstations and integrating common hardware and peripherals. * CompTIA A+, Network+, Security+, or an equivalent current certification. * Microsoft 365 Fundamentals, Microsoft Azure Fundamentals, or a related Microsoft certification. * Experience with remote monitoring and management, ticketing, documentation, endpoint security, and remote support platforms. * Experience with Entra ID, Active Directory, Intune, Exchange Online, and multifactor authentication support. * Familiarity with IP cameras, network video recorders, video management software, access control panels, card readers, credentials, and door hardware terminology. Job Type: Full-time, * Help desk: 2 years (Required) * Windows: 2 years (Required) ## Description The Level 1 Help Desk Technician is the first point of contact for client and internal technical support requests. The technician receives, documents, prioritizes, troubleshoots, and resolves common issues involving Microsoft 365, Windows endpoints, user accounts, and supported video surveillance and access control systems. The role requires clear communication, disciplined ticket documentation, sound judgment, and timely escalation when an issue exceeds Level 1 scope., Help Desk and Ticket Management * Serve as the first point of contact for support requests received by telephone, email, remote support tools, and the ticketing system. * Create complete and accurate tickets, including the affected user or site, symptoms, impact, troubleshooting performed, resolution, and follow-up actions. * Classify and prioritize incidents and service requests according to established procedures, contractual service levels, and business impact. * Resolve common Level 1 issues independently using approved procedures, knowledge articles, and remote support tools. * Escalate incidents promptly with useful diagnostic information and maintain ownership of client communication through handoff and closure. * Monitor assigned queues, update ticket status and time entries, and confirm user acceptance before closing completed work. Microsoft 365 and Windows Support * Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint access, and standard Office desktop applications. * Perform approved user account tasks such as password resets, multifactor authentication assistance, license assignment, mailbox access, and group membership changes. * Troubleshoot Windows workstations, laptops, printers, peripherals, basic application issues, system performance, connectivity, and user profile problems. * Assist with workstation deployment, configuration, patching, software installation, endpoint security checks, and equipment inventory updates. * Integrate computers, monitors, docks, printers, peripherals, and other supported equipment into client and internal environments and verify reliable operation. * Follow identity verification, least-privilege, change control, and security procedures before modifying accounts, devices, or access rights. Video Surveillance and Access Control Support * Provide first-level support for supported video surveillance and access control platforms, including basic client application, connectivity, device status, and user access issues. * Assist users with common tasks such as viewing live or recorded video, exporting footage, acknowledging basic system alerts, credential administration, and access schedule questions, when authorized. * Perform initial triage for offline cameras, recorders, controllers, readers, and related devices by checking power, network connectivity, application status, and documented system health indicators. * Document affected devices, doors, cameras, sites, error messages, and operational impact before escalating to a senior technician, engineer, vendor, or field team. * Treat door-security failures, unavailable critical cameras, and other potentially urgent conditions according to established escalation and notification procedures. Do not bypass security controls or make unapproved configuration changes. Client Service and Operations * Communicate professionally with users who have different levels of technical knowledge and set clear expectations for status, next steps, and resolution timing. * Maintain client confidentiality and protect passwords, recordings, access-control information, system diagrams, and other sensitive data. * Create and improve internal knowledge articles, troubleshooting notes, asset records, and client documentation. * Coordinate with Level 2 and Level 3 engineers, project teams, vendors, and field technicians to support incident resolution and service delivery. * After completing required training, visit nearby client sites to provide hands-on troubleshooting, equipment deployment, and technical support when remote resolution is not appropriate. * Participate in training, team meetings, and scheduled support coverage, including after-hours coverage when assigned and properly scheduled.