Help Desk Technician
Core
First-line IT support technician providing remote and on-site troubleshooting for Windows workstations, Microsoft 365 services, and video surveillance/access control systems in a managed services environment.
Role type
Level 1 Help Desk Technician
Builds
IT support services for multiple clients
Domain
IT Services / Managed Services Provider
Deliverable
client delivery
Required skills
Windows 10/11 troubleshooting, Microsoft 365 support, TCP/IP/DNS/DHCP/Wi-Fi/VPN fundamentals, systematic troubleshooting, ticketing system management, user account administration, hardware integration, video surveillance basics, access control basics
Preferred skills
CompTIA A+/Network+/Security+, Microsoft 365/Azure Fundamentals, remote monitoring and management, Entra ID/Active Directory/Intune, IP camera/network video recorder familiarity
Technologies
Active Directory, Azure, Microsoft 365, Windows, Office 365, TCP/IP, Network Security, SharePoint, Hardware
Responsibilities
Create and manage support tickets for incidents and service requests, resolve Level 1 issues independently, escalate complex incidents with diagnostic details, perform user account tasks (password resets, MFA, license assignment), troubleshoot Windows workstations, laptops, printers, and peripherals, assist with workstation deployment and patching, provide first-level support for video surveillance and access control platforms, visit client sites for hands-on troubleshooting and equipment deployment, coordinate with Level 2/3 engineers and vendors, maintain client confidentiality and documentation
Seniority
Entry-level to Junior, hands-on IC
