L1 Helpdesk Support
Virtual Assistant Team · Greater Idaho Falls · 6 mo ago
Information TechnologyFull-time
Key Responsibilities
- Respond to and manage support tickets using Autotask PSA
- Provide remote technical support to end users
- Troubleshoot and resolve Windows 10/11 issues
- Support Microsoft 365 and Entra ID (Azure AD) user management
- Perform password resets, account unlocks, and MFA support
- Use Datto RMM to monitor, manage, and troubleshoot endpoints
- Access and update documentation in ITGlue
- Identify and escalate cybersecurity or security-related incidents
- Follow SLA guidelines and prioritize tickets appropriately
- Escalate complex technical issues to Level 2/3 engineers
- Accurately document troubleshooting steps and resolutions
Required Technical Experience
- Hands-on experience with Autotask PSA (ticket management and documentation)
- Hands-on experience with ITGlue (documentation and client information management)
- Hands-on experience with Datto RMM (remote monitoring and management)
- Experience with Microsoft Windows 10/11 troubleshooting
- Experience with Entra ID (Azure Active Directory) user management
- Experience with Microsoft 365 Administration (Outlook, Teams, OneDrive, SharePoint)