IT Help Desk Technician (Level 1)

Our company delivers tailored IT services that help businesses stay secure, efficient, and competitive. We believe great technology starts with great people, and we’re building a team that’s collaborative, client-focused, and ready for what's next. Job Summary We’re seeking a detail-oriented and customer-focused IT Help Desk Technician (Level 1) to join our service delivery team. In this role, you’ll provide frontline technical support to our clients primarily via email, our shared service desk mailbox, and ticketing portal. This is not a call center role—most client interactions will be written, with phone or video support used only as needed. The ideal candidate has a solid foundation in IT troubleshooting, a professional and clear communication style, and a proactive, team-oriented mindset. Excellent written and verbal English communication skills required. Must have availability 9am-4pm EDT Monday-Friday. Role will be 30hrs/week (average). Key Responsibilities •Respond to and resolve Level 1 technical support requests submitted via email, Teams, or the ticketing portal • Troubleshoot common issues involving Microsoft 365, desktop hardware, printers, VPN, and network connectivity • Provide timely updates to users and ensure clear, professional written communication throughout the support process • Accurately document all work, resolutions, and escalations in the ticketing system • Escalate complex or unresolved issues to the appropriate internal teams or vendors • Follow service delivery processes and contribute to a positive support experience • Assist with account provisioning, password resets, basic security checks, and general onboarding/offboarding tasks • Collaborate with team members to ensure SLA targets and customer satisfaction are met Required Qualifications • 1–2 years of IT support experience, preferably in a help desk or MSP environment • Strong written communication skills; experience supporting users primarily through email or ticketing systems • Familiarity with: o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) o Windows 10/11 operating systems o Basic networking (DNS, IP, VPN, Wi-Fi issues) o Remote support tools (e.g., AnyDesk, TeamViewer, or similar) • Ability to troubleshoot hardware and software issues methodically and document resolutions clearly • Self-motivated, dependable, and comfortable working remotely Nice to Have • Experience using a PSA or ticketing system (e.g., ConnectWise, Autotask, Freshdesk, etc.) • Exposure to Active Directory user management • Familiarity with security best practices and endpoint protection tools • Prior experience supporting SMB clients in a remote or managed services setting Apply tot his job