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# Help Desk Technician Level I

- **Company:** Xtreme Solutions
- **Location:** Sandy Springs, GA, United States
- **Experience:** Starter
- **Salary:** $45,000.0 - $55,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Antivirus Softwares, Apple Mac Systems, Collaborative Software, Customer Data Management, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Monitoring of Systems, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Remote Access Technology, Azure Active Directory, Remote Service Software, Security Support Provider Interface, Microsoft SharePoint, Wi-Fi Technology, Laptops, User Accounts
- **Published:** October 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b88a5d8974e4ce27

## About the Role

* 0-2 years of experience in IT support, help desk, or technical customer service.
 * Relevant certifications preferred but not required:
 * CompTIA ITF+, A+, Network+, or Security+
 * Microsoft Fundamentals (MD-102, MS-900, SC-900)

Technical Skills

 * Basic understanding of:
 * Windows and macOS operating systems
 * Microsoft 365 (Exchange Online, Entra ID/Azure AD, Teams, SharePoint)
 * Endpoint security concepts (antivirus, EDR, MFA)
 * Networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
 * Familiarity with ticketing systems and remote support tools.

Professional Skills

 * Strong troubleshooting and analytical problem-solving abilities.
 * Excellent written and verbal communication skills.
 * Ability to follow procedures, document work thoroughly, and escalate appropriately.
 * Customer-service mindset with strong attention to detail and professionalism.

Security & Trust Requirements

 * Ability to pass background screening as required by customer contracts.
 * Understanding of confidentiality and secure handling of sensitive customer data.
 * Willingness to comply with strict access control, identity verification, and security procedures., * High school or equivalent (Required)

## Description

The Level 1 Help Desk Technician serves as the frontline of technical and cybersecurity support for Xtreme Solutions Inc's MSP/MSSP customers. This role is responsible for initial intake, triage, troubleshooting, and resolution of common IT and security-related issues while ensuring incidents are properly documented, escalated, and resolved in accordance with XSI policies, service level agreements (SLAs), and security standards.

This position plays a critical role in maintaining customer satisfaction, protecting customer environments, and supporting XSI's proactive, security-first service delivery model., Help Desk & Technical Support

 * Serve as the first point of contact for customer support requests via ticketing system, phone, and email.
 * Troubleshoot and resolve Level 1 issues related to:
 * User accounts, passwords, and multi-factor authentication (MFA)
 * Email and collaboration platforms (Microsoft 365)
 * Workstations, laptops, and mobile devices
 * Printers, VPN access, and basic network connectivity
 * Provide remote support using XSI-approved RMM and remote access tools.
 * Follow documented runbooks, standard operating procedures (SOPs), and security guidelines.

MSP Service Delivery

 * Create, update, and manage support tickets with accurate documentation, actions taken, and resolution details.
 * Escalate unresolved or complex issues to Level 2 or Level 3 engineers following established escalation procedures.
 * Assist with user onboarding and offboarding, including device setup, access provisioning, and account deactivation.
 * Support routine maintenance tasks such as patching, endpoint health checks, and system monitoring.

MSSP & Security Support

 * Respond to basic security alerts and events in accordance with XSI security procedures.
 * Assist with account lockouts, suspicious login activity, and endpoint security notifications.
 * Perform identity verification prior to making any access, account, or security-related changes.
 * Follow incident response and escalation protocols for suspected security incidents or insider threats.

Documentation & Compliance

 * Maintain accurate documentation of customer environments, configurations, and recurring issues.
 * Adhere to XSI security policies, access controls, and least-privilege principles.
 * Support customer compliance requirements (e.g., NIST, CMMC, HIPAA, CJIS, or other regulatory frameworks) as applicable.

Customer Service

 * Deliver professional, clear, and courteous communication to customers at all times.
 * Set appropriate expectations regarding issue resolution and escalation timelines.
 * Represent XSI's values of accountability, security, and technical excellence.