L1 - IT Support Technician

Responsibilities:
Incident Management
Be the first point of contact for IT incidents via our ticketing system, email, and phone
Perform remote hardware and software troubleshooting using RMM and remote access tools
Guide users through diagnostic steps to identify root causes
Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation
Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings
Request Fulfillment
Process user requests including access provisioning, equipment, and software installations
Submit equipment requests for approval per established workflows
Fulfill standard service requests using predefined procedures and SLA targets
Identity & Access Management
Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning
Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365
Manage password resets and MFA set up per company security policy
Asset & Configuration Management
Maintain accurate hardware inventory records in our asset tracking system
Update digital logs for equipment issuance, returns, and lifecycle status
Knowledge & Security
Create and maintain documentation for common issues and standard procedures
Contribute knowledge base articles for end users and internal IT reference
Triage potential phishing and spam reports, and escalate suspected security incidents immediately
Educate users on security best practices during support interactions
Continual Improvement
Identify recurring issues and suggest process improvements
Provide feedback on gaps in documentation or workflows
Requirements
Requirements Needed:
1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count)
Working knowledge of Windows desktop environments and Microsoft 365
Familiarity with Active Directory or Azure AD / Entra ID for basic account administration – POS
Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Fresh service
Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software / workspace
Strong written and verbal communication skills — you can explain technical concepts to non-technical users
Preferred:
CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification
Familiarity with ITIL v4 foundations or other service management frameworks
Basic scripting (PowerShell) for routine task automation

Work arrangement
No