Thinc Forward

Help Desk Technician – Tier 1

Thinc Forward

full-time

Posted on:

Location: Pennsylvania • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

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

Requirements

  • 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