Level 1 Microsoft Help desk Support Technician

This position is responsible for receiving support requests, gathering accurate information, resolving common Microsoft 365, Windows, hardware, software, and connectivity issues, and escalating more complex problems appropriately. The successful candidate will be patient, organized, dependable, and able to communicate technical information clearly to nontechnical users. This is an entry-level technical position with opportunities to advance into Level 2 support, systems administration, cybersecurity, and cloud services. Primary Responsibilities
• Serve as the first point of contact for client support requests received through phone, email, and the ticketing system.
• Create, categorize, prioritize, document, and update support tickets.
• Troubleshoot common Windows 10 and Windows 11 issues.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, OneDrive, and SharePoint.
• Perform Microsoft 365 password resets, account unlocks, and basic user-account administration.
• Assist with multifactor authentication enrollment and common authentication problems.
• Troubleshoot email access, Outlook profiles, shared mailboxes, calendar permissions, and mobile email configuration.
• Support printers, scanners, monitors, docking stations, webcams, and other common office equipment.
• Diagnose basic wired, wireless, VPN, and internet-connectivity problems.
• Install and configure approved software, computers, and peripheral devices.
• Assist with new-user onboarding and employee offboarding according to established checklists.
• Provide basic support for endpoint security, antivirus, spam filtering, and approved remote-access tools.
• Perform routine workstation maintenance and verify that required updates and security tools are operating properly.
• Escalate unresolved or higher-risk issues to Level 2 or Level 3 personnel with complete documentation.
• Keep users informed regarding ticket status, expected next steps, and resolution.
• Document successful resolutions and contribute to the internal knowledge base.
• Follow company procedures for security, documentation, client communication, and time entry.
• Identify possible security incidents and escalate them immediately. Technical KnowledgeCandidates should have a working understanding of:
• Windows 10 and Windows 11
• Microsoft 365 applications
• Outlook and Exchange Online fundamentals
• Microsoft Teams and OneDrive
• Basic Microsoft Entra ID user administration
• Basic Active Directory concepts
• Passwords, permissions, and multifactor authentication
• TCP/IP, DNS, DHCP, Wi-Fi, and VPN fundamentals
• Workstations, laptops, printers, and common peripherals
• Remote-support and ticket-management tools
• Basic cybersecurity and phishing-awareness practices Required Qualifications
• Flauent English Speaking
• Foundational knowledge of Microsoft Windows and Microsoft 365
• Strong customer-service and communication skills
• Ability to document technical work clearly and accurately
• Ability to follow established procedures and troubleshooting checklists
• Strong organizational and time-management skills
• Willingness to learn new systems and accept coaching
• Ability to maintain confidentiality and follow security requirements
• Ability to work independently while knowing when to escalate an issue Preferred Qualifications
• One or more years of technical support, customer service, or help desk experience
• Experience working for a managed service provider
• Microsoft 365 or Entra ID administration experience
• Experience with a ticketing, remote monitoring and management, or remote-access platform
• CompTIA A+, CompTIA Network+, or Microsoft fundamentals certification
• Associate degree or technical training in information technology Performance ExpectationsSuccess in this position will be measured by:
• Responsiveness to new support requests
• Percentage of appropriate tickets resolved at Level 1
• Accuracy and completeness of ticket documentation
• Adherence to service-level and escalation procedures
• Client satisfaction and professionalism
• Effective communication with clients and internal team members
• Consistent use of company processes and security standards
• Continued development of technical skills Professional QualitiesThe ideal candidate:
• Remains calm and professional when users are frustrated
• Listens carefully before attempting to solve a problem
• Communicates without unnecessary technical jargon
• Takes ownership of assigned tickets
• Does not close tickets without confirming that the issue has been resolved
• Recognizes security concerns and escalates them promptly
• Views documentation as part of the solution—not an optional administrative task Career PathA successful Level 1 technician may advance into:
• Level 2 Help Desk Support
• Desktop or Field Support
• Microsoft 365 Administration
• Network Administration
• Cloud Services
• Cybersecurity Operations Employment Information
• Employment type: [Full-time/Part-time]
• Work arrangement: [On-site/Hybrid/Remote]
• Primary

location:
[Location]
• Schedule: [Business hours and any on-call expectations]
• Reports to: [Help Desk Manager/Service Manager/Technical Director]
• Compensation: [Salary or hourly range]
•

Benefits:
[Benefits summary]