Level 1 IT Support Technician (Entry Level)
About The Position
We are seeking a motivated Level 1 IT Support Technician to join a large-scale enterprise IT organization. This individual will serve as the first point of contact for end-user technical support, providing exceptional customer service while troubleshooting hardware, software, account access, and device-related issues. The ideal candidate will have experience supporting enterprise environments, handling service tickets, deploying hardware, and assisting users across a Microsoft-based infrastructure. This role requires strong communication skills, a customer-first mindset, and the ability to resolve technical issues in a fast-paced environment.
Requirements
- 1-3 years of experience in an IT Help Desk, Desktop Support, or Service Desk environment.
- Experience supporting Windows 10 and Windows 11 environments.
- Hands-on experience with Office 365 administration and troubleshooting.
- Familiarity with Azure Entra ID / Active Directory user management.
- Experience using ServiceNow or a comparable ticketing system.
- Knowledge of computer hardware, peripherals, printers, and networking fundamentals.
- Experience supporting Dell hardware and endpoint devices.
- Strong troubleshooting and problem-solving abilities.
- Excellent verbal and written communication skills.
- Ability to prioritize multiple support requests in a fast-paced enterprise environment.
Nice To Haves
- Experience with Microsoft Autopilot device deployments.
- Knowledge of mobile device support (iOS and Android).
- Understanding of VPN, MFA, and enterprise security best practices.
- Exposure to enterprise software deployment and asset management tools.
- Experience supporting remote users across multiple locations.
- CompTIA A+, Network+, or Microsoft certifications are a plus.
Responsibilities
- Provide first-level technical support for end users via phone, email, chat, and walk-up requests.
- Troubleshoot and resolve issues related to: Windows 10 and Windows 11 operating systems, Office 365 applications (Outlook, Teams, Word, Excel, PowerPoint), Azure Entra ID (formerly Azure Active Directory), Printers, peripherals, and endpoint devices, Dell desktops, laptops, docking stations, and monitors, Proprietary business applications.
- Create, update, and manage incidents and service requests within ServiceNow.
- Provision, deploy, and support company-issued hardware and software.
- Perform password resets, account unlocks, access requests, and user onboarding/offboarding activities.
- Configure and deploy devices using Microsoft Autopilot.
- Escalate unresolved issues to Level 2 or specialized support teams as needed.
- Maintain accurate documentation of troubleshooting steps, resolutions, and support procedures.
- Assist with workstation setup, hardware refresh projects, office relocations, and technology deployments.
- Support conference room technology and basic audio/video equipment.
- Adhere to IT service management (ITSM) processes, security policies, and operational standards.
- Meet established service-level agreements (SLAs) and customer satisfaction goals.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
