Description We're looking for a hands-on IT Support Specialist to provide front-line (Tier 1) support across a modern Microsoft environment. You'll resolve end-user incidents in the field and via remote tools, manage tickets through Zoho ManageEngine, and keep our workforce productive across Windows 11 devices, M365 GCC apps, and RingCentral communications.
What You'll Do
- Front-Line Support (Tier 1): Triage, troubleshoot, and resolve first-contact issues for ~550 users (hardware, OS, M365 apps, printers, basic network/connectivity, and RingCentral).
- Ticket Management: Log, categorize, prioritize, and close tickets in Zoho ManageEngine; follow SLAs and escalate appropriately.
- Device Support: Image, deploy, and maintain Windows 11 laptops/desktops; perform basic peripheral and printer support.
- Account Administration: Perform basic user administration in Microsoft 365 GCC (password resets, license checks, group membership) per policy.
- Voice/UC Support: Handle Tier 1 issues for RingCentral (softphone setup, call quality checks, device pairing).
- Field Work: Provide deskside support, conference room/AV setup, and on-site troubleshooting as needed.
- Documentation: Update knowledge base articles, ticket notes, and asset records; contribute to How-To guides for end users.
- Customer Experience: Deliver clear, friendly communication; set expectations; follow through on resolutions.
Requirements Must-Have Qualifications
- 1-3 years in Tier 1 help desk or field support in a Windows/Microsoft environment.
- Strong troubleshooting in Windows 11, Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint), and common peripherals.
- Experience with a ticketing system (Zoho ManageEngine preferred).
- Familiarity with RingCentral or similar cloud telephony/UC platforms.
- Basic networking knowledge (IP addressing, DNS/DHCP, Wi-Fi, VPN).
- Excellent customer service, written and verbal communication, and time management.
Nice-to-Have
- Experience supporting a Microsoft 365 GCC tenant or public-sector environments.
- AD/Azure AD fundamentals (user objects, groups, device joins).
- Intune/Endpoint Manager basics (device compliance, app deployment).
- Basic scripting (PowerShell) for common support tasks.
- Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals (MS-900), MD-102
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