IT Support Engineer L1

Brenntag • Orlando, FL

3d

About The Position

This role is responsible for providing technical support and troubleshooting for software problems across the Windows environment, including OS-level issues, application errors, and configurations. The IT Support Engineer L1 will also assist with network connectivity issues, perform basic Active Directory tasks, and support onboarding and offboarding processes. A key part of the role involves logging, tracking, and managing support requests in a ticketing system, documenting resolutions, and escalating complex issues. The position requires delivering courteous and professional support to end users through various communication channels and contributing to the internal knowledge base. The company aims to create an environment where employees can turn their passion into their job and realize their full potential, offering individual development, on-the-job training, and development programs.

Requirements

• High school diploma or GED required
• 1–2 years of experience in a help desk, IT support, or desktop support role
• Proficiency in troubleshooting Windows 10/11 environments
• Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar)
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)
• Strong verbal and written communication skills
• Ability to explain technical concepts clearly to non-technical users
• Excellent time management and ability to prioritize multiple open tickets
• Patient, empathetic, and professional demeanor under pressure
• Self-motivated with a desire to learn and grow within IT

Nice To Haves

• Associate's or bachelor’s degree in IT, Computer Science, or related field preferred
• macOS experience a plus
• CompTIA A+, CompTIA Network+, or ITIL Foundation certification
• Bilingual (English/French) a plus for the Montreal location
• Experience in a corporate or enterprise IT environment
• Equivalent combination of education and hands-on experience will be considered

Responsibilities

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations
• Assist with network connectivity issues (Wi-Fi, VPN, LAN)
• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning
• Support onboarding and offboarding processes including equipment setup and decommissioning
• Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent)
• Accurately document troubleshooting steps, resolutions, and recurring issues
• Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation
• Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools
• Set and manage user expectations regarding resolution timelines
• Follow up on open tickets to ensure user satisfaction and timely closure
• Act as a calm, reliable point of contact during technical disruptions
• Contribute to and maintain the internal knowledge base

Benefits

• Individual development
• on-the-job training
• development programs designed to help our employees grow in their careers
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED