The Level 1 IT Support Technician is responsible for providing first-line technical support to end users, resolving common IT issues, and ensuring a positive customer support experience. This role serves as the initial point of contact for IT incidents and service requests, focusing on timely resolution, accurate documentation, and escalation when necessary.
The ideal candidate has approximately
2 years of hands-on IT support experience
, strong customer service skills, and foundational
Microsoft technology certifications
.
Key Responsibilities
* Serve as first point of contact for IT support requests via ticketing system, phone, or email
* Troubleshoot and resolve common hardware, software, and connectivity issues
* Support Microsoft environments including Windows, Microsoft 365, and Entra ID
* Assist users with account management, password resets, and MFA support
* Perform basic endpoint setup, deployment, and troubleshooting
* Escalate unresolved issues to Level 2/3 support with proper documentation
* Maintain accurate ticket notes, resolutions, and knowledge base updates
* Follow ITIL-aligned processes and service desk procedures
* Provide excellent customer service and clear communication to users
Required Qualifications
* Minimum 2 years of experience in a Service Desk or IT Support role
* Microsoft certifications such as:
* Microsoft 365 Certified: Fundamentals (MS-900)
* Microsoft Azure Fundamentals (AZ-900)
* Or equivalent Microsoft qualifications
* Experience supporting:
* Windows 10/11
* Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
* Basic Active Directory / Entra ID tasks
* Familiarity with ticketing systems and remote support tools
Preferred Skills & Experience
* Exposure to basic networking concepts
* Experience with endpoint management tools
* Basic understanding of cybersecurity best practices
* Knowledge of ITIL fundamentals
* Experience working in an MSP or fast-paced support environment
Core Competencies
* Strong customer service and communication skills
* Troubleshooting and problem-solving ability
* Time management and prioritization
* Willingness to learn and develop technical skills
* Team-oriented with a positive attitude
Performance Expectations
* Meet defined SLAs for response and resolution times
* Log all time worked on tickets in ticket system
* Maintain accurate and complete ticket documentation
* Demonstrate consistent customer satisfaction
* Show progress toward technical skill development