Help Desk Technician – Tier 1

Thinc Forward

full-time

Posted on: 9/18/2025

Origin: • 🇺🇸 United States • Pennsylvania

✨ AI Apply

JuniorMid-Level

DNSTCP/IPVoIP

About the role

Provide first-line support to end-users via phone, email, and ticketing system
Troubleshoot and resolve issues with Windows operating systems, Microsoft Office applications, and peripheral devices
Administer user accounts in Active Directory, including creation, password resets, and group membership
Manage Office 365 accounts, licensing, and mailbox configurations
Support VPN connectivity and remote access solutions
Perform device setups, replacements, and user onboarding/offboarding tasks
Document work performed and maintain accurate records in the help desk CRM
Monitor RMM alerts, respond appropriately, and escalate complex issues to Tier 2/3 when necessary
Provide basic support for VoIP phone systems (adds, moves, and changes)
Troubleshoot user issues within T1 Scope
Deliver clear communication and maintain a high standard of customer service in all interactions

Associate’s or Bachelor’s degree in a related field preferred
Minimum 2-3 years of IT support experience; MSP environment strongly preferred
Active Directory management (user creation, password changes, group assignment) (2+ years)
Office 365 administration (user creation, password changes, licensing management) (2+ years)
VPN troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ years)
Printer deployment via GPO (2+ years)
Solid understanding of local area network (DNS, DHCP, IP)
Proficiency with: Active Directory user and group management
Office 365 administration and licensing
Windows desktop troubleshooting (hardware/software)
Printers, scanners, and other peripherals
Basic networking (DNS, DHCP, TCP/IP)
Strong verbal and written communication skills with the ability to support users of varying technical skill levels
Excellent organizational and time management skills with the ability to prioritize and escalate appropriately
Must have proven track record in a high-volume support desk with proven first call resolution
Must have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
Experience in dental environments is highly desired