What are the responsibilities and job description for the L1- End User Services Technician position at NEXIFY INFOSYSTEMS LLC?
- Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards
on every interaction.
- Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
- Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
- Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
- Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests
- Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain
an accurate offboarding log
- Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end
- users informed throughout and document resolution notes and SOPs in the IT knowledge base
Salary : $18 - $19