IT Help Desk - Level I

• Serve as the first point of contact for internal IT support requests through helpdesk, email, and phone. 
• Troubleshoot Tier 1 technical issues related to Windows/macOS, Microsoft 365 applications, hardware, and peripherals. 
• Escalate more complex technical problems to higher-level IT support while maintaining clear communication with the end user. 
• Assist with employee onboarding and offboarding, including account setup and hardware preparation. 
• Help manage user permissions in Active Directory and Microsoft Entra ID. 
• Provide basic training to employees on internal IT tools, security best practices, and common technical processes. 
• Set up, image, and deploy laptops, desktops, and mobile devices. 
• Assist with routine maintenance of printers, VoIP phones, conference room equipment, and other office technology. 
• Maintain accurate inventory records for IT equipment and software licenses. 
• Document support activities in the ticketing system. 
• Help create simple user guides or “quick start” instructions for common IT issues. 

• 1–3 years of experience in a helpdesk, technical support, or similar IT role preferred. 
• Associate degree in IT, Computer Science, or equivalent work experience preferred. 
• CompTIA A+ or Google IT Support Professional Certificate is a plus. 
• Experience troubleshooting Windows 10/11 and macOS environments. 
• Familiarity with Microsoft 365, including Teams, Outlook, and OneDrive. 
• Basic knowledge of Active Directory tasks, including password resets and group additions. 
• Ability to assemble/disassemble workstations and troubleshoot basic networking issues such as Wi-Fi connectivity and Ethernet cabling. 
• Strong communication and customer service skills. 
• Ability to explain technical information clearly to non-technical users. 
• Must be dependable, professional, and able to work well in a team environment.