IT Support Tech 1

Essential Duties And Responsibilities

• Act as the first response to IT tickets submitted through FreshService, phone, email, or walk-up support.
• Log, prioritize, categorize, assign, and escalate support requests appropriately.
• Provide Tier 1 administration and support for Microsoft 365, Active Directory, Exchange Online, SharePoint, Teams, and OneDrive.
• Handle employee onboarding and offboarding activities including account provisioning, licensing, permissions, and device setup.
• Perform password resets, MFA resets, account lockouts, token resets, and distribution list modifications.
• Modify SMB and NTFS network share permissions and assist with file access troubleshooting.
• Provide basic Group Policy familiarity and troubleshooting support where required.
• Assist with basic server-side troubleshooting and escalation preparation for senior IT staff.
• Troubleshoot Outlook, Teams, VPN, Wi-Fi, printers, browsers, and endpoint devices.
• Support software installations, updates, licensing, and troubleshooting for commonly used business applications.
• Provide support for emerging technologies and cloud-based tools including AI/ChatGPT-related user assistance.
• Communicate issue status, timelines, and follow-up activities clearly with users and management.

Required Skills

• Strong troubleshooting and problem-solving aptitude
• Self-managing with the ability to prioritize and multitask effectively
• Strong interpersonal communication and customer service skills
• Ability to explain technical concepts to non-technical users
• Documentation composition and maintenance experience
• Ability to manage a high ticket volume while maintaining attention to detail

Required Experience And/or Education

• 1+ years of experience in a helpdesk, desktop support, or IT support role
• Hands-on familiarity with Windows 10/11 in a corporate environment
• Working knowledge of Microsoft 365 including Outlook, Exchange Online, Teams, and SharePoint
• Experience with Active Directory user/group management and account provisioning
• Basic familiarity with Group Policy administration and Windows Server environments
• Experience with VPN software and endpoint troubleshooting preferred
• Relevant certifications such as A+, Network+, or Microsoft certifications preferred

Benefits

• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• Paid holidays
• PTO/Vacation/Sick