Key skills
DNSEntra IDLeadershipCommunicationAccount Management
About this role
Role Overview
- Serve as the first point of contact for internal technical support, delivering clear, professional, and customer-focused assistance
- Troubleshoot and resolve Tier 1 issues across devices, Windows OS, Microsoft 365, Microsoft Dynamics, VPN/network access, and peripherals
- Log, categorize, prioritize, and document all support requests in the ticketing system, meeting defined service and escalation standards
- Escalate complex or unresolved issues to Tier 2 or specialized teams with complete and actionable documentation
- Support user account management, including provisioning, password resets, MFA issues, and Entra ID access changes
- Assist with onboarding and offboarding activities in partnership with HR and IT leadership
- Configure and support devices, standard software, and approved Microsoft-based business applications in line with security standards
- Create and maintain documentation and knowledge base content while contributing to continuous improvement of Tier 1 support processes
Requirements
- Working knowledge of Windows environments
- Microsoft 365 user support fundamentals
- Basic Microsoft Dynamics user support
- Core networking concepts (Wi-Fi, VPN, DNS)
- 1–3 years of experience in a Tier 1 help desk or technical support role
- Strong troubleshooting skills with a service-oriented mindset
- Experience working with ticketing systems and documented escalation processes
- Strong written and verbal communication skills
- Ability to manage multiple requests, prioritize effectively, and follow through
Tech Stack
- DNS
Benefits
- Paid Time Off
- Paid Holidays
- Health, Dental, Vision
- Employer Paid Life Insurance
- Supplemental Health Benefits
- Flexible Spending Accounts
- 401K with Company Match