Help Desk Technician (Level 1)

Position Summary We are seeking a Level 1 Help Desk Technician to serve as the first point of contact for end users in a Microsoft 365 and Azure-centric environment. This role is responsible for responding to inbound support requests, resolving common desktop, application, and account issues, and escalating more complex problems to the Tier 2 team. The ideal candidate brings a friendly, customer-first attitude, an eagerness to learn, and a methodical approach to troubleshooting. You will support users remotely across multiple sites and provide in-person support on site. Key Responsibilities End-User and Desktop Support Serve as the first point of contact for end users through phone, email, chat, and walk-up requests Troubleshoot and resolve common Windows desktop, laptop, printer, and peripheral issues Provide first-line support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive Assist with basic workstation setup, software installation, and device configuration Escalate unresolved or complex issues to Tier 2 with clear, detailed troubleshooting notes Identity and Access Support Perform password resets and assist users with MFA enrollment and sign-in issues Submit and process account, group, and license requests in Entra ID (Azure AD) and Active Directory Support onboarding and offboarding activities, including equipment setup and account activation Assist users with access to shared drives, distribution lists, and mailboxes Ticketing and Documentation Log, categorize, and track all support requests in the IT service management (ITSM) platform Follow standard operating procedures and knowledge base articles to resolve recurring issues Keep users informed of ticket status and expected resolution timelines Document troubleshooting steps and contribute to the knowledge base Hardware and Asset Support Prepare, image, and deploy workstations and peripherals for new and existing users Track hardware assets and assist with inventory and basic stock management Support conference room AV setup and basic connectivity issues Required Qualifications 1–2 years of help desk, customer service, or IT support experience Basic understanding of Windows 10/11 and Microsoft 365 applications Familiarity with common desktop hardware, printers, and peripherals Strong customer-service orientation with clear written and verbal communication skills Ability to follow documented procedures and escalate issues appropriately High school diploma or equivalent experience Preferred Qualifications Industry certifications or coursework such as CompTIA A+, MS-900, or AZ-900, or active pursuit of these credentials Experience with ITSM or ticketing platforms such as ServiceNow, Atera, Freshservice, or similar tools Familiarity with Entra ID (Azure AD) and Active Directory fundamentals Experience supporting remote and hybrid users Prior IT internship, technical lab, or home-lab experience Core Competencies Friendly, patient, customer-focused attitude Eagerness to learn and develop technical skills Strong organizational skills and consistent follow-through Ability to explain technical steps in clear, plain language Dependable team player