Help Desk Technician - Tier 1

We are seeking a Tier 1 Help Desk Technician to join our team and provide first-line support to end-users. The role involves resolving technical issues with Active Directory, Office 365, desktops, laptops, printers, and VPN connections. The ideal candidate is reliable, detail-oriented, and motivated for growth within a managed services environment.

Requirements

• Provide first-line support to end-users via phone, email, and ticketing system
• Troubleshoot and resolve issues with Windows operating systems, Microsoft Office applications, and peripheral devices
• Administer user accounts in Active Directory, including creation, password resets, and group membership
• Manage Office 365 accounts, licensing, and mailbox configurations
• Support VPN connectivity and remote access solutions
• Perform device setups, replacements, and user onboarding/offboarding tasks
• Document work performed and maintain accurate records in the help desk CRM
• Monitor RMM alerts, respond appropriately, and escalate complex issues to Tier 2/3 when necessary
• Provide basic support for VoIP phone systems (adds, moves, and changes)
• Troubleshoot user issues within T1 Scope
• Deliver clear communication and maintain a high standard of customer service in all interactions

Benefits

• Health care benefits (medical, dental, and vision)
• Paid time off (and public holidays)
• 401(k) retirement plan
• Life insurance
• Hybrid or remote work environment