Help Desk Tier 1 – Entry Level IT Support

About the role

We are looking for a motivated Help Desk Tier 1 professional to provide first‑line technology support to office and remote staff. You will be the initial point of contact for incidents, ensuring timely diagnosis, escalation, and resolution while maintaining high customer satisfaction.

Key responsibilities

• Respond to support calls and tickets, managing incidents from identification through resolution.
• Monitor regional office and jobsite networks, proactively identifying potential issues.
• Perform moderate Active Directory and Microsoft Exchange administration (user accounts, mailboxes, calendars).
• Dispatch hardware warranty vendors according to company procedures.
• Document all activities in the ticketing system and adhere to SLA requirements.
• Collaborate with other IT teams for escalations and complex problem solving.
• Participate in security initiatives, remediating compromised endpoints and accounts.
• Assist in creating documentation to improve service delivery.

Required profile

• 1‑2 years of help‑desk experience (preferred).
• Associate or Bachelor’s degree preferred but not required.
• Strong verbal and written communication skills.
• Excellent analytical and problem‑solving abilities.
• Ability to work independently and as part of a team.

Required skills

• Active Directory administration
• Microsoft Exchange administration
• Microsoft Office suite (Outlook, Office 365)
• Windows 10/11 operating systems
• Fundamental networking concepts
• Computer hardware troubleshooting
• Identity management and cloud computing basics
• Mobile Device Management (MDM) tools (preferred)
• Video‑conferencing hardware/software (preferred)