Level 1 Help Desk

Job Title: Level 1 Help Desk TechnicianLocation: Hybrid Dublin, OHEmployment Type: Full-Time / Contract-to-HireDepartment: IT Support ServicesAbout the RoleWe are seeking a Level 1 Help Desk Technician to provide frontline technical support in a Microsoft-centric environment. This role is ideal for someone who enjoys solving day-to-day IT issues, supporting end users, and keeping systems running smoothly. You’ll work with Windows desktops, Microsoft 365, basic networking, and common enterprise tools while escalating complex issues to Tier 2/3 teams.What You’ll DoProvide first-line support for hardware, software, and user access issues.Troubleshoot and resolve problems with Windows 10/11, Microsoft 365, Outlook, Teams, and OneDrive.Assist with account provisioning, password resets, and user access in Azure AD / Active Directory.Support desktops, laptops, printers, and mobile devices.Document issues, solutions, and steps taken using the organization’s ticketing system.Perform basic troubleshooting of network connectivity and VPN access.Install and configure software, updates, and security patches.Escalate unresolved issues to senior support or engineering teams.Provide excellent customer service and communicate clearly with technical and non-technical users.Required Experience1–2 years of IT support experience (internships, part-time, or full-time all count).Working knowledge of:Windows OS (10/11)Microsoft 365 (Outlook, Teams, OneDrive)Azure Active Directory / Active Directory basicsExperience troubleshooting desktops, laptops, printers, and common peripherals.Understanding of basic networking concepts (IP, DNS, Wi-Fi, VPN).Strong communication, customer service, and documentation skills.Preferred ExperienceExperience with Microsoft Intune or other MDM tools.Ticketing systems (ServiceNow, Freshservice, Zendesk, Jira, etc.).Basic PowerShell familiarity.Exposure to SCCM, Autopilot, or imaging tools.A+ or Microsoft certification (MD-100/MD-101) is a plus.Who Succeeds HereTechs who enjoy helping users and solving everyday issues with a positive attitude.Quick learners eager to grow into more advanced roles (Tier 2, SysAdmin, Cloud support, etc.).Strong communicators who can keep users calm, informed, and productive.Detail-oriented support pros who document well and follow process.