Level 1 Help Desk

Job Description
Key Responsibilities
Provide Level 1-2 end-user support for hardware, software, printer, VPN, and basic network-related issues
Manage, prioritize, and resolve support requests through the ServiceNow ticketing system or similar platform
Perform laptop setup, imaging, configuration, deployment, refresh, and decommissioning
Troubleshoot and resolve issues using RMM tools, with Atera experience preferred
Diagnose and resolve technical issues independently and escalate when necessary after appropriate troubleshooting
Maintain accurate documentation of incidents, resolutions, knowledge articles, and support procedures
Support onboarding and offboarding processes, including device provisioning, account setup, access removal, and policy assignment
Support and manage endpoint configuration and compliance through Microsoft Intune
Support user and device configuration tasks within Microsoft Entra ID
Assist with management of device identities, grou...