What are the responsibilities and job description for the IT Help Desk Technician (Level 1-2 Support) position at Pepper Construction Group LLC?
The IT Help Desk Technician will provide Level 1 and Level 2 support across our Microsoft 365 environment. This role is ideal for someone who enjoys solving technical problems, supporting end users, and working with modern cloud-based tools. You’ll play a key role in managing identity and device security through Entra ID, supporting Microsoft Teams Rooms and AV systems, and maintaining a secure, efficient technical environment.
Key Responsibilities
Support & Troubleshooting
- Serve as the first and second point of contact for IT support via phone, email, and ticketing system.
- Provide hands-on and remote support for Windows desktops, laptops, mobile devices, and peripherals.
- Handle user onboarding/offboarding, including account setup and hardware provisioning.
- Troubleshoot Microsoft 365 applications, printers, and file access (Egnyte).
- Deliver high-quality, customer-focused support.
Advanced Support (Level 2)
- Manage identity, security groups, and device access in Entra ID / Azure AD.
- Administer and troubleshoot Microsoft Intune for device configuration, compliance, and policies.
- Provide setup and ongoing support for Microsoft Teams Rooms, video conferencing, and AV equipment.
- Support Egnyte file management, permissions, and sync issues.
- Resolve networking issues (DNS, DHCP, IP configuration, switches, Wi-Fi).
- Support cybersecurity practices including MFA, encryption, patching, and endpoint compliance monitoring.
Required Skills & Experience
- 3–5 years of IT support experience (Level 1 and Level 2).
- Familiarity with Microsoft 365, Entra ID / Azure AD, and Intune (required).
- Experience supporting Microsoft Teams Rooms and AV hardware (required).
- Strong customer service and communication skills.
- Understanding of networking basics (IP, DNS, DHCP).
- Experience with cloud file-sharing platforms (Egnyte preferred).
- Knowledge of cybersecurity fundamentals (MFA, endpoint protection, secure access).
- Experience with printer/peripheral troubleshooting and remote support tools.
- Certifications such as CompTIA A , Network , or Microsoft MD-100/MD-102 are a plus.
- Ability to document processes and contribute to knowledge bases.
Soft Skills
- Strong customer service orientation
- Clear communicator able to explain technical solutions
- Organized, detail-oriented, and able to manage multiple priorities
- Self-starter with a collaborative mindset and willingness to learn
Pepper Construction is an Affirmative Action/Equal Opportunity Employer. It is the policy of Pepper Construction to recruit, hire, train and promote, into all job classifications, the most qualified persons without regard to race, color, national origin, sex, religion, age, disability, or veteran status.