Tier 1 Support Technician
Core
First line of support handling direct user interaction, system access management, and initial triage for technical issues.
Role type
Entry-level Tier 1 Support Technician
Builds
User access, endpoint stability, and application support for office environments
Domain
IT Support / Help Desk
Required skills
Active Directory, Windows 11, Office 365, MFA, identity verification, VPN connectivity, OneDrive, Citrix, Intune, BitLocker, Zendesk, printer configuration, Zoom Rooms, SaaS applications
Preferred skills
RingCentral, Cloudflare, Salesforce, Applied Epic, Epic Connection Suite, WEX Carrier sites, remote support environment, ticketing systems
Technologies
Active Directory, Windows 11, Office 365, Adobe Acrobat, RingCentral, Cloudflare, OneDrive, Citrix, Intune, BitLocker, Salesforce, Zoom, Zendesk, SaaS, VPN, BitLocker
Responsibilities
Handle password resets, MFA enrollments, and identity verification. Manage Active Directory attributes and group memberships. Assist with RingCentral call handling setups. Support Cloudflare VPN connectivity. Troubleshoot endpoint issues in Windows 11. Provide application support for Office 365, Zoom, Teams, and SaaS tools. Support Citrix environments including disaster recovery. Set up printers and mobile devices via Intune. Recover local machine accounts protected by BitLocker. Document interactions in Zendesk and escalate issues.
Seniority
Entry Level, 6 months - 1 year experience