IT Help Desk_Level I

Xtreme Solutions•Atlanta, GA

About The Position

The Level 1 Help Desk Technician serves as the frontline of technical and cybersecurity support for Xtreme Solutions Inc’s MSP/MSSP customers. This role is responsible for initial intake, triage, troubleshooting, and resolution of common IT and security-related issues while ensuring incidents are properly documented, escalated, and resolved in accordance with XSI policies, service level agreements (SLAs), and security standards. This position plays a critical role in maintaining customer satisfaction, protecting customer environments, and supporting XSI’s proactive, security-first service delivery model.

Requirements

0–2 years of experience in IT support, help desk, or technical customer service.
Basic understanding of: o Windows and macOS operating systems o Microsoft 365 (Exchange Online, Entra ID/Azure AD, Teams, SharePoint) o Endpoint security concepts (antivirus, EDR, MFA) o Networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
Familiarity with ticketing systems and remote support tools.
Strong troubleshooting and analytical problem-solving abilities.
Excellent written and verbal communication skills.
Ability to follow procedures, document work thoroughly, and escalate appropriately.
Customer-service mindset with strong attention to detail and professionalism.
Ability to pass background screening as required by customer contracts.
Understanding of confidentiality and secure handling of sensitive customer data.
Willingness to comply with strict access control, identity verification, and security procedures.

Nice To Haves

Relevant certifications preferred but not required: o CompTIA ITF+, A+, Network+, or Security+ o Microsoft Fundamentals (MD-102, MS-900, SC-900)

Responsibilities

Serve as the first point of contact for customer support requests via ticketing system, phone, and email.
Troubleshoot and resolve Level 1 issues related to: o User accounts, passwords, and multi-factor authentication (MFA) o Email and collaboration platforms (Microsoft 365) o Workstations, laptops, and mobile devices o Printers, VPN access, and basic network connectivity
Provide remote support using XSI-approved RMM and remote access tools.
Follow documented runbooks, standard operating procedures (SOPs), and security guidelines.
Create, update, and manage support tickets with accurate documentation, actions taken, and resolution details.
Escalate unresolved or complex issues to Level 2 or Level 3 engineers following established escalation procedures.
Assist with user onboarding and offboarding, including device setup, access provisioning, and account deactivation.
Support routine maintenance tasks such as patching, endpoint health checks, and system monitoring.
Respond to basic security alerts and events in accordance with XSI security procedures.
Assist with account lockouts, suspicious login activity, and endpoint security notifications.
Perform identity verification prior to making any access, account, or security-related changes.
Follow incident response and escalation protocols for suspected security incidents or insider threats.
Maintain accurate documentation of customer environments, configurations, and recurring issues.
Adhere to XSI security policies, access controls, and least-privilege principles.
Support customer compliance requirements (e.g., NIST, CMMC, HIPAA, CJIS, or other regulatory frameworks) as applicable.
Deliver professional, clear, and courteous communication to customers at all times.
Set appropriate expectations regarding issue resolution and escalation timelines.
Represent XSI’s values of accountability, security, and technical excellence.