L1 - IT Support Technician

Responsibilities: Incident Management Be the first point of contact for IT incidents via our ticketing system, email, and phone Perform remote hardware and software troubleshooting using RMM and remote access tools Guide users through diagnostic steps to identify root causes Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings Request Fulfillment Process user requests including access provisioning, equipment, and software installations Submit equipment requests for approval per established workflows Fulfill standard service requests using predefined procedures and SLA targets Identity & Access Management Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365 Manage password resets and MFA set up per company security policy Asset & Configuration Management Maintain accurate hardware inventory records in our asset tracking system Update digital logs for equipment issuance, returns, and lifecycle status Knowledge & Security Create and maintain documentation for common issues and standard procedures Contribute knowledge base articles for end users and internal IT reference Triage potential phishing and spam reports, and escalate suspected security incidents immediately Educate users on security best practices during support interactions Continual Improvement Identify recurring issues and suggest process improvements Provide feedback on gaps in documentation or workflows Requirements Needed: 1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count) Working knowledge of Windows desktop environments and Microsoft 365 Familiarity with Active Directory or Azure AD / Entra ID for basic account administration – POS Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Fresh service Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software / workspace Strong written and verbal communication skills — you can explain technical concepts to non-technical users Preferred : CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification Familiarity with ITIL v4 foundations or other service management frameworks Basic scripting (PowerShell) for routine task automation