L1 - IT Support Technician

Responsibilities:

Incident Management

• Be the first point of contact for IT incidents via our ticketing system, email, and phone
• Perform remote hardware and software troubleshooting using RMM and remote access tools
• Guide users through diagnostic steps to identify root causes
• Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation
• Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings

Request Fulfillment

• Process user requests including access provisioning, equipment, and software installations
• Submit equipment requests for approval per established workflows
• Fulfill standard service requests using predefined procedures and SLA targets

Identity & Access Management

• Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning
• Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365
• Manage password resets and MFA set up per company security policy

Asset & Configuration Management

• Maintain accurate hardware inventory records in our asset tracking system
• Update digital logs for equipment issuance, returns, and lifecycle status

Knowledge & Security

• Create and maintain documentation for common issues and standard procedures
• Contribute knowledge base articles for end users and internal IT reference
• Triage potential phishing and spam reports, and escalate suspected security incidents immediately
• Educate users on security best practices during support interactions

Continual Improvement

• Identify recurring issues and suggest process improvements
• Provide feedback on gaps in documentation or workflows

Requirements

Requirements Needed:

• 1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count)
• Working knowledge of Windows desktop environments and Microsoft 365
• Familiarity with Active Directory or Azure AD / Entra ID for basic account administration – POS
• Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Fresh service
• Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software / workspace
• Strong written and verbal communication skills — you can explain technical concepts to non-technical users

Preferred:

• CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification
• Familiarity with ITIL v4 foundations or other service management frameworks
• Basic scripting (PowerShell) for routine task automation