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# Tier 1 Help Desk Technician

- **Company:** Cyber Guardian Consulting Group, LLC
- **Location:** Kingston, NY, United States
- **Salary:** $45,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Outlook, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Phishing, Remote Service Software, Microsoft SharePoint, TeamViewer, Wi-Fi Technology, Remote Desktop Protocol (RDP)
- **Published:** June 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cdde92fbcade2b22

## About the Role

Do you have experience in VPN?, * Working knowledge of Windows and/or macOS, basic networking (Wi-Fi, DNS basics, VPN concepts), and common enterprise apps.

 * Strong customer service mindset with clear communication and the ability to explain steps to non-technical users.
 * Familiarity with ticketing systems and remote support tools (RDP, TeamViewer, AnyDesk, Quick Assist, etc.).
 * Basic exposure to Microsoft 365 (Outlook/Teams/OneDrive) and directory concepts (accounts, groups, permissions).
 * Ability to follow SOPs, document work clearly, and know when/how to escalate.
 * Reliable troubleshooting approach (identify symptoms, reproduce, isolate, resolve or escalate).

## Description

* Serve as the first point of contact for IT support requests (phone, chat, email, ticketing system).
 * Log, categorize, prioritize, and troubleshoot common end-user issues (password resets, account access, email, printing, basic connectivity, application issues).
 * Provide remote and in-person support for Windows/macOS workstations, mobile devices, and standard peripherals.
 * Perform basic hardware/software triage (diagnose, swap peripherals, reimage devices using standard procedures, install approved software).
 * Support Microsoft 365 end-user functions (Outlook, Teams, OneDrive/SharePoint basics) and escalate admin-level tasks when needed.
 * Assist with Active Directory tasks per SOP (unlock accounts, reset passwords, add users to groups as directed, verify access).
 * Follow documented processes for onboarding/offboarding support (equipment setup, account provisioning requests, access checklists).
 * Use monitoring/alerts and user reports to identify issues and escalate to Tier 2/3 with clear notes, steps already taken, and impact details.
 * Maintain accurate ticket updates and documentation, including resolutions and knowledge base contributions.
 * Follow and reinforce security policies (MFA, phishing reporting, secure handling of devices/data, least privilege).
 * Participate in routine IT tasks such as inventory tracking, asset tagging, basic patching/reboots, and workstation health checks (as assigned).


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