Position Summary
As an L1 Help Desk Lead, you will serve as the first line of technical support-helping end users resolve issues related to Microsoft 365, account access, devices, and service requests. You'll work with tools such as Active Directory , Microsoft Entra ID , Microsoft 365 Admin Center , and ServiceNow . This role is perfect for someone looking to gain hands‑on experience in a fast‑paced MSP environment and build a strong foundation in IT support and cloud administration.
Key Responsibilities
- Serve as the initial point of contact for end‑user technical issues and service requests via phone, email, and ticketing systems.
- Troubleshoot account issues in Active Directory and Microsoft Entra ID , including password resets, lockouts, and group membership updates.
- Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
- Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
- Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
- Escalate advanced issues – such as device compliance, Conditional Access modifications, and file migrations – to L2+ engineers.
- Follow documented SOPs and contribute to internal documentation (e.g., knowledge‑base articles).
- Maintain clear, professional communication with end users throughout the support process.
Preferred Exposure or Willingness to Learn
- Microsoft 365 Admin Center: license checks, mailbox management, Teams administration.
- Intune / Endpoint Manager: basic understanding of device compliance and enrollment troubleshooting.
- Conditional Access & Security: awareness of security controls and when to escrow issues.
- SharePoint/Teams Migrations: basic troubleshooting during cloud storage transitions.
Qualifications
- 1+ year of IT Help Desk or technical support experience.
- Familiarity with Active Directory , Microsoft 365 , and ServiceNow (or similar platforms).
- Strong communication and customer service skills.
- Ability to follow processes and collaborate effectively with remote teams.
- Eagerness to learn and grow in cloud administration and endpoint security.
- Ability to create and maintain documentation (e.g., KB articles).