1–3 years of experience in technical support, help desk, or customer-facing IT roles
Have 1–3 years of experience in technical support, help desk, or customer-facing IT roles; entry-level candidates with strong hands-on technical aptitude, certifications, or relevant coursework are encouraged to apply
Strong troubleshooting skills across Windows 10/11 environments, Microsoft 365 applications, printers, mobile devices, and endpoint hardware
Working knowledge of Microsoft Entra ID and Active Directory including password resets, MFA enrollment, account lookups, and basic user account administration
Understand foundational networking concepts including TCP/IP, DNS, DHCP, Wi-Fi connectivity, and VPN troubleshooting
Demonstrate strong customer service and communication skills; remain calm, professional, and patient while assisting users of varying technical ability
Be highly organized with strong documentation habits; maintain accurate ticket updates, resolution notes, and escalation details within the ITSM platform
Understand the importance of cybersecurity and HIPAA awareness in a healthcare and senior living environment; assist users with MFA, phishing awareness, and secure IT practices
Be comfortable supporting users in both onsite and remote environments using tools such as ScreenConnect, Quick Assist, or equivalent remote support platforms
Support Microsoft 365 services including Outlook, Teams, SharePoint Online, OneDrive, and Office applications; assist with password resets, MFA enrollment, account unlocks, mailbox access, and collaboration tools within Microsoft Entra ID and Active Directory environments
Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, Microsoft 365 applications, and basic network connectivity issues; troubleshoot hardware, software, and user access concerns both onsite and remotely
Respond to support requests received through phone, email, Teams, walk-up, and ticketing systems; accurately log, categorize, prioritize, and document tickets while adhering to established service level expectations
Troubleshoot basic networking and connectivity issues including Wi-Fi, VPN access, DNS/DHCP client-side troubleshooting, printer connectivity, and peripheral support; escalate complex infrastructure issues to Tier 2 teams with detailed documentation
Assist with workstation setup, device deployment, asset inventory tracking, and user onboarding/offboarding support; help maintain endpoint standards and security practices across the organization
Promote strong customer service through professional communication, timely follow-up, and user-focused problem resolution; assist with user training, knowledge base documentation, and security awareness guidance
The Ideal Candidate Will