Tidal Financial Group

Level 1 IT Support

Tidal Financial Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

Tech Stack

DNS

About the role

  • Respond to incoming requests and tickets, providing timely support for common issues such as:
  • Troubleshoot and resolve issues related to Microsoft 365, endpoint devices, VPN connectivity, printers/peripherals, and basic networking (Wi-Fi, DNS basics, connectivity).
  • Identify recurring issues and flag patterns to the IT Manager / Level 2 for deeper investigation.
  • Own tickets from intake through resolution when within Level 1 scope; escalate cleanly when outside scope.
  • Document symptoms, steps taken, resolution, and user communication in the ticketing system.

Requirements

  • 1–3+ years of IT support experience (help desk / desktop support / MSP experience welcome).
  • Comfortable supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) at a user-support level.
  • Familiarity with Windows troubleshooting (drivers, updates, common app issues).
  • Basic understanding of identity concepts (SSO, MFA) and access management workflows.
  • Strong written and verbal communication skills.
  • Experience working in a ticketing system and documenting work clearly.
Benefits
  • Maintain a professional remote environment, reliable connectivity, and secure access using approved devices, VPN, and MFA.
  • Perform standard onboarding/offboarding tasks using defined checklists and processes.
  • Assist with account creation requests, group membership, app access requests, and role changes per documented approvals/workflows.
  • Provide high-quality support experience: friendly, clear, calm, and professional.
Applicant Tracking System Keywords

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

Hard Skills & Tools
IT supporttroubleshootingMicrosoft 365Windows troubleshootingVPN connectivitynetworkingidentity conceptsaccess management workflowsticketing systemdocumentation
Soft Skills
communication