Help Desk Specialist
StevenDouglas, Boca Raton, FL, United States
Job Title: Help Desk Technician – Tier 1
Job Summary
The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.
Key Responsibilities
Serve as the first point of contact for users via phone, email, or ticketing system
Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
Manage user accounts, permissions, and access in
Microsoft Entra ID (Azure Active Directory)
Perform password resets, MFA setup, and account unlocks
Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
Install, configure, and maintain software and operating systems (Windows/macOS)
Document incidents, resolutions, and processes in the ticketing system
Escalate unresolved or complex issues to Tier 2 or senior IT staff
Maintain knowledge base articles and user guides
Follow IT policies, security standards, and compliance requirements
Required Qualifications
High school diploma or equivalent (Associate’s degree in IT or related field preferred)
0–2 years of experience in a help desk or technical support role
Basic understanding of
Microsoft Entra ID (Azure AD)
and identity management concepts
Familiarity with
Microsoft Azure
fundamentals
Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
Strong problem-solving and communication skills
Ability to prioritize tasks and manage time effectively
Preferred Qualifications
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Basic networking knowledge (TCP/IP, DNS, DHCP)
Understanding of cybersecurity best practices
Relevant certifications such as:
#J-18808-Ljbffr
Job Summary
The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.
Key Responsibilities
Serve as the first point of contact for users via phone, email, or ticketing system
Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
Manage user accounts, permissions, and access in
Microsoft Entra ID (Azure Active Directory)
Perform password resets, MFA setup, and account unlocks
Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
Install, configure, and maintain software and operating systems (Windows/macOS)
Document incidents, resolutions, and processes in the ticketing system
Escalate unresolved or complex issues to Tier 2 or senior IT staff
Maintain knowledge base articles and user guides
Follow IT policies, security standards, and compliance requirements
Required Qualifications
High school diploma or equivalent (Associate’s degree in IT or related field preferred)
0–2 years of experience in a help desk or technical support role
Basic understanding of
Microsoft Entra ID (Azure AD)
and identity management concepts
Familiarity with
Microsoft Azure
fundamentals
Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
Strong problem-solving and communication skills
Ability to prioritize tasks and manage time effectively
Preferred Qualifications
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Basic networking knowledge (TCP/IP, DNS, DHCP)
Understanding of cybersecurity best practices
Relevant certifications such as:
#J-18808-Ljbffr