Respond to incoming requests and tickets, providing timely support for common issues such as:
Troubleshoot and resolve issues related to Microsoft 365, endpoint devices, VPN connectivity, printers/peripherals, and basic networking (Wi-Fi, DNS basics, connectivity).
Identify recurring issues and flag patterns to the IT Manager / Level 2 for deeper investigation.
Own tickets from intake through resolution when within Level 1 scope; escalate cleanly when outside scope.
Document symptoms, steps taken, resolution, and user communication in the ticketing system.

1–3+ years of IT support experience (help desk / desktop support / MSP experience welcome).
Comfortable supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) at a user-support level.
Familiarity with Windows troubleshooting (drivers, updates, common app issues).
Basic understanding of identity concepts (SSO, MFA) and access management workflows.
Strong written and verbal communication skills.
Experience working in a ticketing system and documenting work clearly.

Maintain a professional remote environment, reliable connectivity, and secure access using approved devices, VPN, and MFA.
Perform standard onboarding/offboarding tasks using defined checklists and processes.
Assist with account creation requests, group membership, app access requests, and role changes per documented approvals/workflows.
Provide high-quality support experience: friendly, clear, calm, and professional.

Level 1 IT Support

Key skills