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 Knowledge
Candidates 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 Expectations
Success 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 Qualities
The 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 Path
A 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]

Work arrangement
Hybrid