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 approximately2 years of hands-on IT support experience, strong customer service skills, and foundationalMicrosoft technology certifications.Key ResponsibilitiesServe as first point of contact for IT support requests via ticketing system, phone, or emailTroubleshoot and resolve common hardware, software, and connectivity issuesSupport Microsoft environments including Windows, Microsoft 365, and Entra IDAssist users with account management, password resets, and MFA supportPerform basic endpoint setup, deployment, and troubleshootingEscalate unresolved issues to Level 2/3 support with proper documentationMaintain accurate ticket notes, resolutions, and knowledge base updatesFollow ITIL-aligned processes and service desk proceduresProvide excellent customer service and clear communication to usersRequired QualificationsMinimum 2 years of experience in a Service Desk or IT Support roleMicrosoft certifications such as:Microsoft 365 Certified: Fundamentals (MS-900)Microsoft Azure Fundamentals (AZ-900)Or equivalent Microsoft qualificationsExperience supporting:Windows 10/11Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)Basic Active Directory / Entra ID tasksFamiliarity with ticketing systems and remote support toolsPreferred Skills & ExperienceExposure to basic networking conceptsExperience with endpoint management toolsBasic understanding of cybersecurity best practicesKnowledge of ITIL fundamentalsExperience working in an MSP or fast-paced support environmentCore CompetenciesStrong customer service and communication skillsTroubleshooting and problem-solving abilityTime management and prioritizationWillingness to learn and develop technical skillsTeam-oriented with a positive attitudePerformance ExpectationsMeet defined SLAs for response and resolution timesLog all time worked on tickets in ticket systemMaintain accurate and complete ticket documentationDemonstrate consistent customer satisfactionShow progress toward technical skill development