End User Support Technician (Tier 1)

Invivyd Inc.•New Haven, CT

53d•Hybrid

About The Position

The End User Support Technician is the first line of IT support for all employees, including executives. This role is responsible for resolving helpdesk tickets, troubleshooting hardware and software issues, supporting Windows and macOS devices, and ensuring users can work efficiently and securely. This is a hybrid role, requiring both remote and onsite support. The ideal candidate is customer-service focused, detail-oriented, and eager to learn and grow into more advanced IT responsibilities over time.

Requirements

1+ year of IT helpdesk, desktop support, or equivalent experience (preferred but not required if highly motivated)
Basic understanding of Windows and/or macOS support
Familiarity with Microsoft 365 applications
Ability to troubleshoot common technical issues independently
Strong communication and customer service skills
Ability to work onsite as needed (hybrid role, 3-4 days in office)

Nice To Haves

Experience with Freshservice or any ticketing system preferred
Experience with Intune or JAMF preferred
Experience with Active Directory / Azure AD preferred
Experience with conference room technology (Zoom/Teams) preferred
CompTIA A+, Network+, or similar certification preferred
Prior experience in a corporate or regulated environment preferred

Responsibilities

Serve as the first point of contact for all IT support requests via Freshservice.
Triage, prioritize, and resolve Tier 1 tickets in a timely manner.
Escalate complex issues to Tier 2 / SysAdmin when needed with proper documentation.
Track work and update tickets with clear notes and resolutions.
Troubleshoot laptops, desktops, and peripherals (monitors, docking stations, keyboards, printers).
Perform basic device imaging, setup, and configuration.
Install and update approved software.
Support both Windows and macOS devices consistently.
Reset passwords and unlock accounts.
Assist with MFA / SSO login issues.
Add/remove users to Azure AD groups as directed.
Assign or remove Microsoft 365 licenses.
Use Intune for basic Windows device enrollment and policy checks.
Use JAMF for basic macOS enrollment and troubleshooting.
Ensure devices remain compliant with company standards.
Set up new hire accounts, devices, and access.
Prepare workstations and peripherals.
Deliver IT orientation for new employees (how to log in, core apps, MFA).
Collect and wipe equipment from departing users.
Troubleshoot Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
Provide basic support for commonly used business applications.
Assist users with browser, VPN (if applicable), and connectivity issues.
Set up workstations and docking station configurations.
Troubleshoot video conference equipment (Zoom/Teams rooms).
Ensure conference rooms and shared devices function properly.
Provide white-glove support to executives and leadership.
Prioritize VIP tickets and deliver prompt, professional service.
Maintain confidentiality and professionalism at all times.
Maintain inventory of devices, peripherals, and accessories.
Assist with hardware replacement (laptops, batteries, accessories).
Follow IT policies, security best practices, and documentation standards.