What are the responsibilities and job description for the Level 1 Help Desk Technician position at Maritime Tactical Systems (MARTAC), Inc.?
Position Summary
We are seeking a Level 1 Help Desk Technician to join our IT team. This is an entry-level opportunity for someone looking to build their career in information technology. The ideal candidate will have either a degree in Information Technology, Computer Science, Cybersecurity, or a related technical field with no professional IT experience required, or 1-2 years of hands-on IT support experience if they do not have a degree.
The Level 1 Help Desk Technician will be the first point of contact for employees experiencing technical issues and will assist with day-to-day IT support, Microsoft 365, user accounts, workstation setup, and basic troubleshooting.
Key Responsibilities
- Provide Level 1 technical support to employees in person, by phone, email, and through the IT ticketing system.
- Troubleshoot Windows desktop and laptop issues.
- Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint.
- Assist with Microsoft 365 and Entra ID user administration.
- Assist with password resets, MFA enrollment, account lockouts, and user access issues.
- Set up and configure laptops, desktops, monitors, printers, docking stations, and other peripherals.
- Assist with new employee onboarding and offboarding.
- Install approved software and troubleshoot common application issues.
- Troubleshoot basic network connectivity, Wi-Fi, VPN, printer, and peripheral issues.
- Maintain accurate documentation of support requests and resolutions.
- Maintain IT asset and equipment records.
- Escalate issues to senior IT staff or vendors when appropriate.
- Follow established IT security policies and procedures.
- Assist the IT department with projects and other technical tasks as needed.
Required Qualifications
Candidates should meet one of the following experience/education requirements:
- Bachelor's or Associate's degree in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related technical field. Professional IT experience is not required for candidates with a relevant degree.
OR
- 1-2 years of professional, hands-on IT support or help desk experience for candidates without a college degree.
Additionally, candidates should have:
- Working knowledge of Windows 10/11 and Microsoft 365.
- Familiarity with Outlook, Teams, Word, Excel, OneDrive, and SharePoint.
- Basic understanding of computer hardware, software, and networking.
- Ability to troubleshoot common computer and application issues.
- Strong written and verbal communication skills.
- Strong customer service skills and patience when working with non-technical users.
- Ability to document work clearly and accurately.
- Willingness to learn new technologies and take direction from senior IT staff.
Preferred Qualifications
- Microsoft 365 Administration experience
- Microsoft Entra ID/Azure AD experience
- Active Directory experience
- Microsoft Intune experience
- Basic understanding of IP addressing, DNS, DHCP, Wi-Fi, and VPNs
- Experience with a help desk or ticketing system
- CompTIA A , Network , Security , or Microsoft certifications
- Experience supporting users in a business environment
What We Are Looking For
We understand this is a Level 1 position and do not expect candidates to know everything. We are looking for someone who has a strong technical foundation, an interest in IT, and the ability to learn.
The right candidate will be:
- Dependable and professional
- Eager to learn and grow
- Comfortable troubleshooting problems
- Detail-oriented and organized
- Patient with users of all technical skill levels
- Able to follow documented processes and procedures
- Willing to research and troubleshoot before escalating an issue
- Comfortable asking for help when needed
- Able to work independently while being part of an IT team
Experience Level
Entry Level / 0-2 Years
A relevant IT degree may substitute for professional experience. Candidates without a degree should have approximately 1-2 years of hands-on IT support experience.
This position provides an opportunity to develop skills in Microsoft 365, systems administration, networking, cybersecurity, and enterprise IT operations while working alongside experienced IT professionals.