Help Desk & Implementation Specialist - Tier 1

· Provide first-level technical support via phone, email, remote support tools, and ticketing systems.

· Troubleshoot and resolve workstation, laptop, printer, and peripheral issues.

· Assist users with Microsoft 365 applications, Outlook, Teams, OneDrive, and SharePoint.

· Support user account administration including password resets and access requests.

· Diagnose basic networking issues involving Wi-Fi, internet connectivity, DNS, DHCP, and VPNs.

· Configure and deploy computers, mobile devices, and other end-user equipment.

· Document troubleshooting steps, resolutions, and procedures within the ticketing and knowledge management systems.

· Escalate complex issues to Tier 2 or Tier 3 technicians when necessary.

· Follow service level agreements (SLAs) and established support procedures.

· Participate in after-hours maintenance or emergency support when required.

· Assist with client onboarding, hardware installations, and technology projects.

· Maintain a professional and customer-focused attitude during all client interactions.

· 1-3 years of experience in an IT Help Desk, Desktop Support, Technical Support, or Service Desk role.

· Strong customer service and communication skills.

· Experience supporting Microsoft Windows 11 and MacOS

· Basic knowledge of Microsoft 365 administration and applications.

· Understanding of networking fundamentals including:

o TCP/IP

o DNS

o DHCP

o Wireless networking

o VPN connectivity

· Experience troubleshooting printers and other peripheral devices.

· Ability to prioritize multiple support requests in a fast-paced environment.

· Strong documentation, organizational, and time management skills.

· Valid driver’s license and reliable transportation.

· Ability to lift and move equipment up to 50 pounds.

Preferred Qualifications

· Experience working for a Managed Service Provider (MSP).

· Microsoft 365 Fundamentals (MS-900) certification.

· CompTIA A+ certification.

· Familiarity with:

o Active Directory

o Microsoft Entra ID (Azure AD)

o Intune

o Teams Phone / VoIP systems

o Remote monitoring and management (RMM) platforms

o Ticketing systems such as NinjaOne, ConnectWise, Autotask, ServiceNow, Zendesk, or Jira

· Exposure to virtualization technologies such as Hyper-V or VMware.

· Experience with cabling, networking equipment, or onsite deployments., * High school or equivalent (Required), * IT support: 1 year (Required)

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance