Job Details

Job Summary:

We are seeking a proactive and technically skilled Tier 1 Support Desk Analyst to join our IT team. This early career position is responsible for providing first-line technical support and troubleshooting for end users across our clients’ organizations, with a focus on Microsoft 365, and Windows 10/11 environments. The ideal candidate will have a customer-first mindset, strong communication skills, and a foundational understanding of modern IT systems.

Key Responsibilities:

• Respond to and resolve Tier 1 support tickets related to:
  • Microsoft 365: Outlook, Teams, SharePoint, OneDrive, and user account management.
  • Windows 10/11: OS troubleshooting, updates, user settings, and desktop application issues.
  • Basic networking issues involving Meraki and UniFi equipment such as Wi-Fi connectivity, internet connectivity verification, etc.
  • Active Directory: Adding and removing users, resetting passwords, basic understanding of the functionality of Active Directory.
• Log all support interactions in the help desk ticketing system with clear documentation.
• Assist in user onboarding/offboarding including account setup, access provisioning, and hardware preparation.
• Escalate unresolved issues to Tier 2 or Tier 3 support as needed, following established procedures.
• Perform basic troubleshooting on end-user hardware (laptops, desktops, peripherals).
• Maintain a high level of professionalism and customer service in all interactions.
• Follow internal IT procedures and participate in improving documentation and support workflows.

Qualifications:

Required:

• 2+ years of experience in a technical support or help desk role.
• Working knowledge of:
  • Microsoft 365 administration and applications.
  • Windows 10 and Windows 11 environments.
  • Active Directory familiarity and basic administration.
• Familiarity with basic networking concepts (IP addressing, DNS, DHCP).
• Strong communication and problem-solving skills.
• Ability to prioritize tasks and manage time efficiently.

Preferred:

• CompTIA A+, Microsoft 365 Fundamentals, or similar certifications.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Datto).
• Exposure to mobile device management (Intune, Meraki Systems Manager).
• Prior experience working for an MSP.

Work Environment:

• Hybrid or on-site depending on business needs.
• Standard business hours with occasional after-hours support rotations.
• Fast-paced and team-oriented environment.