Job Title: Help Desk Technician – Tier 1Job Summary
The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.
Key Responsibilities:- Serve as the first point of contact for users via phone, email, or ticketing system
- Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
- Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)
- Perform password resets, MFA setup, and account unlocks
- Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
- Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
- Install, configure, and maintain software and operating systems (Windows/macOS)
- Document incidents, resolutions, and processes in the ticketing system
- Escalate unresolved or complex issues to Tier 2 or senior IT staff
- Maintain knowledge base articles and user guides
- Follow IT policies, security standards, and compliance requirements
Required Qualifications:- High school diploma or equivalent (Associate’s degree in IT or related field preferred)0–2 years of experience in a help desk or technical support role
- Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts
- Familiarity with Microsoft Azure fundamentals
- Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
- Strong problem-solving and communication skills
- Ability to prioritize tasks and manage time effectively
Preferred Qualifications:- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Understanding of cybersecurity best practices
- Relevant certifications such as:
- Microsoft Certified: Azure Fundamentals (AZ-900)
- CompTIA A+ or Network+Key Skills
- Customer service orientation
- Troubleshooting and analytical thinking
- Attention to detail
- Team collaboration
- Documentation and knowledge sharing
