IT Help Desk Level 1 with Dispatch and Escalation Oversight

Position Summary

We are seeking an experienced IT Help Desk Level 1 Technician with a minimum of 3 years of help desk experience. This role requires someone who can resolve frontline technical issues while actively following up on escalated matters to ensure Level 2 and Level 3 engineers are handling important tickets properly and on time.

This is not a passive support position. The ideal candidate takes ownership of tickets from intake through resolution and ensures nothing stalls.

Key Responsibilities:

• Technical Support
• Provide Level 1 remote support for Windows environments
• Troubleshoot Microsoft 365 including Outlook, Teams, OneDrive, SharePoint, and mailbox issues
• Manage user accounts in Active Directory and Entra ID
• Diagnose printer, VPN, and workstation connectivity issues
• Perform basic network troubleshooting using tools such as ipconfig and ping
• Document all troubleshooting steps clearly ...