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

Benefits

Paid Time Off
Paid Holidays
Health, Dental, Vision
Employer Paid Life Insurance
Supplemental Health Benefits
Flexible Spending Accounts
401K with Company Match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows OSMicrosoft 365Microsoft DynamicsVPNnetwork accesstroubleshootinguser account managementMFAticketing systemsnetworking concepts

Soft Skills

customer-focused assistancestrong troubleshooting skillsservice-oriented mindsetstrong written communicationstrong verbal communicationability to manage multiple requestsprioritizationfollow through