Level 1 / Junior Help Desk Technician
About The Position
Michael Andrews & Associates LLC (MAA) is a financial services company that partners with a nationwide network of attorneys to recover consumer debt on behalf of its clients. Our teams rely on stable, secure, and well-supported technology to do their work every day — and that is where our IT support team comes in. The Level 1 IT Support Technician is the first point of contact for all end-user technology support across the company. Working onsite, you will respond to help requests, resolve common hardware, software, and account issues, and escalate more complex problems to senior IT staff. This is an ideal role for a customer-focused problem-solver who is early in their IT career and eager to grow.
Requirements
- High school diploma or GED (Associate degree in IT or a related field preferred).
- 0–2 years of experience in a helpdesk, IT support, or customer-service role.
- Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive).
- Familiarity with basic hardware troubleshooting and PC setup.
- Strong customer-service orientation with clear written and verbal communication.
- Strong organizational skills and the ability to manage multiple requests at once.
- Ability to work onsite, full-time, during standard business hours.
Nice To Haves
- CompTIA A+ and/or Network+ certification (or willingness to obtain).
- Hands-on experience with Active Directory user administration.
- Experience using an IT ticketing or service-management system. (JIRA)
- Exposure to networking fundamentals (DNS, DHCP, VPN).
Responsibilities
- Serve as the first point of contact for employees seeking technical assistance in person, by phone, by email, and through the IT ticketing system.
- Log, categorize, prioritize, and track support tickets from intake through resolution, keeping users informed of status along the way.
- Perform account administration in Active Directory and Microsoft 365 — password resets, account provisioning and deprovisioning, group membership, and MFA setup.
- Set up, image, deploy, and troubleshoot Windows 10/11 workstations, laptops, monitors, docking stations, and other peripherals.
- Support printers, scanners, and other shared office equipment.
- Troubleshoot basic network connectivity issues — wired, Wi-Fi, and VPN.
- Install, configure, and update standard business software and Microsoft 365 applications (Outlook, Teams, OneDrive).
- Provide first-touch login and access support for company business systems; escalate application-specific issues to the appropriate team as needed.
- Document solutions, common issues, and procedures in the IT knowledge base.
- Escalate unresolved or complex issues to Tier 2 / senior IT staff with clear, complete notes.
- Assist with onboarding by preparing equipment and accounts for new employees.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
