Level 1 Service Desk Technician
Level 1 Service Desk Technician
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
- Serve as the initial contact for technical assistance via phone and email.
- Perform remote troubleshooting and issue triage using standardized procedures and documentation.
- Support and resolve Tier 1 issues related to Microsoft 365 (Teams Outlook OneDrive SharePoint etc.).
- Manage and troubleshoot user accounts and permissions across platforms including Active Directory AzureAD (Microsoft Identity) MacOS and Jira/Confluence.
- Perform basic network troubleshooting (TCP/IP DNS DHCP) and connectivity checks.
- Assist with software installations updates and basic hardware issues.
- Document categorize and prioritize service requests and incidents within the ticketing system (familiarity with Kaseya AutoTask PSA is a plus).
- Manage assigned tickets to ensure timely resolution in line with SLAs.
- Escalate complex or unresolved issues to Level 2/3 technicians with proper documentation.
- Maintain clear communication and status updates with customers throughout the support process.
- Participate in continuous improvement initiatives for service desk processes and documentation.
- Provide outstanding customer service and maintain a professional demeanor in all client interactions.
- High school diploma or equivalent; Associate degree in IT or related field preferred.
- 1 3 years of experience in technical support or helpdesk environment.
- Proficiency in Windows operating systems and Microsoft 365 suite.
- Basic understanding of Mac OS troubleshooting and general networking concepts (TCP/IP DNS DHCP).
- Familiarity with remote support tools and ticketing systems.
- Strong communication and customer service skills.
- Ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving abilities and attention to detail.
- Ability to work in a fast-paced environment and manage multiple priorities.
- CompTIA A or equivalent certification. (preferred)
- Prior experience in a Managed Services Provider (MSP) or multi-client environment.
- Familiarity with RMM and PSA systems (Datto RMM Kaseya AutoTask).
- Experience with Active Directory Office 365 and Azure.
- Understanding of ITIL processes and service desk best practices.
- Exposure to antivirus tools and security protocols.
- Full-time availability for remote work.
- Shifts may vary and range between 8 to 12 hours Sunday Saturday.
- May be required to participate in rotating shifts or on-call support.
- Must be comfortable managing multiple support issues simultaneously.
- Strong commitment to continuous learning and professional development.
Employment Type
Full Time
