Help Desk Specialist

Job Title: Help Desk Technician – Tier 1Job SummaryThe 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 ResponsibilitiesServe as the first point of contact for users via phone, email, or ticketing systemTroubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applicationsManage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)Perform password resets, MFA setup, and account unlocksAssist with onboarding/offboarding processes, including account provisioning and deprovisioningSupport 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 systemEscalate unresolved or complex issues to Tier 2 or senior IT staffMaintain knowledge base articles and user guidesFollow IT policies, security standards, and compliance requirementsRequired QualificationsHigh 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 roleBasic understanding of Microsoft Entra ID (Azure AD) and identity management conceptsFamiliarity with Microsoft Azure fundamentalsKnowledge of Windows operating systems and common business applications (e.g., Microsoft 365)Strong problem-solving and communication skillsAbility to prioritize tasks and manage time effectivelyPreferred QualificationsExperience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)Basic networking knowledge (TCP/IP, DNS, DHCP)Understanding of cybersecurity best practicesRelevant certifications such as:Microsoft Certified: Azure Fundamentals (AZ-900)CompTIA A+ or Network+Key SkillsCustomer service orientationTroubleshooting and analytical thinkingAttention to detailTeam collaborationDocumentation and knowledge sharing