Level 1 Technician

The Level 1 Technician is the front line of our service desk. You will answer inbound calls, respond to tickets, and resolve common issues across Microsoft 365, Active Directory, networking, and hardware. You will escalate what you cannot resolve and learn from every escalation.

Your responsibilities include:

• Answering Service Desk calls and responding to inbound tickets
• Logging all work in ConnectWise
• Managing tickets and escalating to the Help Desk Manager when needed
• Activating Active Directory accounts and maintaining security groups
• Resolving hardware issues including hard drive, port, and cable problems
• Managing enterprise antivirus, updates, and virus removal
• Supporting Windows desktop operating systems
• Troubleshooting Outlook and Google Workspace email
• Troubleshooting internet connectivity issues
• Managing print servers and resolving printer and spooler issues
• Supporting MAC OS environments
• Managing file and folder permissions
• Producing procedural documentation and maintaining the knowledge base
• Spotting trends and identifying systemic issues across tickets
• Participating in on-call rotation including occasional weekends

Success is measured by ticket resolution quality, documentation completeness, and customer satisfaction.

3+ years of help desk experience

4+ years of customer support experience

Strong working knowledge of Microsoft Windows desktop operating systems

Active Directory administration (account activation, security groups)

TCP/IP, DHCP, DNS fundamentals

Microsoft 365 / Outlook administration and troubleshooting

Google Workspace / Gsuite administration

MAC OS support

Hardware troubleshooting (drives, ports, cables, peripherals)

Print server and printer troubleshooting including spooler issues

ConnectWise or comparable PSA/ticketing system experience

File and folder permissions management

Strong written and verbal English communication

Available for on-call rotation and occasional weekend work

Bachelor's degree or equivalent experience

Base salary plus performance bonuses

Paid time off and parental leave

Referral program

Structured growth path from L1 to L2 and beyond

Direct exposure to modern cybersecurity tooling and AI-driven automation

Collaborative work environment