Help Desk Technician Level 1

Tier 1 – Frontline Operations Technician
Role Overview:
• Serve as the client’s first line of support with direct user interaction.
• Manage system access and perform initial issue triage.
Responsibilities:
• Handle password resets, MFA enrollments, and identity verification via Caller Verify.
• Manage Active Directory attributes, group memberships, and folder permissions.
• Assist with RingCentral call handling configurations.
• Support Cloudflare VPN connectivity and troubleshooting.
• Transfer and set up user data on new machines using Cloudflare and OneDrive.
• Troubleshoot Windows 11 endpoint issues including logon, performance, hardware, and configuration.
• Provide application support for Office 365, Zoom, Teams, Microsoft Edge, Island Browser, Adobe Acrobat, RingCentral UC, SnagIt, etc.
• Provide entry-level support for business applications like Applied Epic, Epic Connection Suite, Salesforce, WEX, Carrier sites, and various SaaS apps.
• Support Citrix environments including disaster recovery and user session profile rebuilding.
• Configure printers for office and remote users.
• Maintain Zoom Rooms conference systems for connectivity and AV troubleshooting.
• Assist with personal equipment setup and mobile device enrollment via Intune for secure access.
• Set up personal printers in the Cloudflare environment.
• Recover local machine accounts protected by BitLocker encryption.
• Document all interactions in Zendesk for transparency.
• Escalate issues to appropriate teams when needed.
• Deliver excellent customer service to employees.
Skills and Experience:
• 6 months to 1 year experience as Tier 1 technician with basic troubleshooting skills.
• Familiarity with Microsoft Office 365, Windows 11, Adobe Acrobat, SaaS tools, and mobile device support.
• Strong customer service orientation, pleasant demeanor, and driven to assist others.
• Good critical thinking and communication skills.

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