What are the responsibilities and job description for the Help Desk Technician Level 1/2 position at Top Prospect Group?
Hybrid Work / 50-60k / Full Time / Worcester MA
We are seeking a skilled and customer-focused Level 1/2 Help Desk Technician to provide technical support for end users across Windows, macOS, Microsoft 365, and cloud environments. The ideal candidate will possess strong troubleshooting skills, experience with Active Directory and Azure AD (Microsoft Entra ID), and the ability to resolve a broad range of hardware, software, and network-related issues while delivering exceptional customer service.
Key Responsibilities
- Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve Level 1 and Level 2 technical issues related to operating systems, applications, hardware, and network connectivity.
- Administer user accounts, security groups, and permissions in Active Directory and Azure AD (Entra ID).
- Support and troubleshoot Microsoft 365 services, including:
- Configure, deploy, and support Windows 10/11 and macOS devices.
- Perform user onboarding and offboarding activities.
- Troubleshoot MFA, password reset, authentication, and access issues.
- Support endpoint management platforms such as Microsoft Intune.
- Install, configure, and maintain desktop software and hardware.
- Diagnose and resolve VPN, Wi-Fi, DNS, DHCP, and network connectivity issues.
- Create and maintain technical documentation and knowledge base articles.
- Escalate complex issues to senior engineers when necessary.
- Track and update incidents, service requests, and problem tickets according to SLA requirements.
Required Qualifications
- 2 years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
- Hands-on experience with Active Directory administration.
- Experience supporting Azure Active Directory (Microsoft Entra ID).
- Strong working knowledge of Microsoft 365 administration and support.
- Experience supporting both Windows and macOS operating systems.
- Working knowledge of:
- TCP/IP
- DNS
- DHCP
- VPN connectivity
- Wireless networking
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, ConnectWise, or Freshservice.
- Excellent troubleshooting, problem-solving, and customer service skills.
- Strong verbal and written communication abilities.
Preferred Qualifications
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
- CompTIA A or Network
- Experience with Intune or Endpoint Manager
- Experience supporting hybrid Azure AD environments
- Experience with PowerShell administration
- Knowledge of cybersecurity best practices
Salary : $50,000 - $60,000