To support client needs, the remote Contract Tier 1 Service Desk Technician will deliver exceptional technical support through live call answering, ticket management, and Microsoft 365 administration while ensuring high-quality documentation and client communication. Key responsibilities Answer incoming support calls and manage service tickets, ensuring accurate documentation and timely updates Troubleshoot Microsoft Windows and Microsoft 365 applications, providing support for various technical issues and remote users Utilize AI tools to enhance documentation and client interactions, promoting AI productivity benefits to clients Required qualifications CompTIA A+ certification (must be obtained within 30 days of hire if not already certified) Expected to achieve Microsoft 365 Fundamentals (MS-900) certification within 90 days Experience in technical support or IT service desk operations Familiarity with Microsoft Windows operating systems and Microsoft 365 applications Ability to maintain a professional remote workspace with reliable internet and minimal interruptions