Tier 1 Desktop Support

About the role

We are seeking a Tier 1 IT Support Specialist to provide day-to-day technical support and user administration. This role will focus on basic user account management, ticket resolution, Microsoft 365 support, and general Windows troubleshooting. The ideal candidate will have experience in a Help Desk, Service Desk, or customer support environment and be comfortable assisting users with common technical issues. This is an entry-level support role with opportunities to learn additional systems and processes as familiarity with the environment grows.

Responsibilities

• Create, modify, and deactivate user accounts
• Perform password resets, name changes, group management, and licensing updates
• Manage and resolve Tier 1 support tickets
• Provide basic support for Microsoft 365 applications, including:
  • Outlook and Exchange
  • Microsoft Teams
  • SharePoint
  • OneDrive
  • Microsoft Entra ID
• Troubleshoot common Windows issues, including:
  • Login and access issues
  • Windows updates
  • System health checks
  • Software installations
  • Audio/video issues
  • Equipment, peripheral, and accessory troubleshooting
• Assist users with basic hardware and software questions
• Document troubleshooting steps and resolutions within the ticketing system
• Escalate issues requiring additional technical support
• Learn additional systems, applications, and support processes as knowledge of the environment grows
• Support basic user management within business applications as needed

Requirements

• 1+ years of experience in a Help Desk, Service Desk, IT Support, or customer-facing technical support environment preferred
• Basic understanding of user and account administration
• Experience supporting Windows environments
• Familiarity with Microsoft 365 applications and services
• Basic knowledge of Microsoft Entra ID/Azure AD
• Strong troubleshooting and problem-solving skills
• Strong communication and customer-service skills
• Ability to manage multiple support tickets and prioritize requests effectively
• Ability to learn new systems and processes quickly

Preferred Experience

• Experience with a Help Desk or Service Desk ticketing platform
• Exposure to Microsoft Entra ID/Azure AD administration
• Experience with Exchange, Teams, SharePoint, or OneDrive support
• Exposure to Dynamics 365 is a plus
• Experience supporting remote users and distributed environments

Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance to eligible employees
• Paid time off for salaried personnel
• Paid sick leave for hourly employees on a Service Contract Act project (where required by law)

Pay

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.