Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
About the role
- IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
Responsibilities
- Proactively monitor and respond to Guidepost’s user requests for assistance within both local and cloud-based infrastructure to ensure maximum up-time for a global workforce.
- Configure and decommission all desktop and laptop computers for new, existing, and terminated employees.
- Maintain accurate equipment inventories.
- Provide technical support to end-users (software, hardware, and network-related), resolving IT-related issues promptly.
- Provide technical support to end-users both in-person and remotely.
- Monitor and utilize the IT ticketing system supported by the MSP/MSSP, maintaining professional working relationships and escalating responses as needed.
- Manage user accounts, permissions, and MFA utilizing Microsoft Entra ID and the Microsoft 365 Admin Center.
- Provide basic system administration of the VOIP phone and video conferencing systems.
- Ensure security standards are met to protect Guidepost’s data and IT infrastructure.
- Monitor security alerts and respond to potential cybersecurity threats.
Requirements
- Minimum one (1) year of experience in a corporate IT environment
- Hands-on experience in a networked Windows environment, including Mac, iOS, and Android devices
- Strong working knowledge of all Windows Office products
- Must have working knowledge of Microsoft Teams
- Ability to assist in-person and remote users
- A minimum of an associate’s degree in computer science, Information Technology, or a related field
- Working knowledge of SharePoint, Microsoft Entra ID, and the Microsoft 365 Admin portal
- Familiarity with MDM or RMM tools
- Certifications such as CompTIA A+, CompTIA Network+, or similar
- Basic knowledge of security-related products and network fundamentals.
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