Tier 1 Support Desk Technician

Tier 1 Support Desk Technician

Department: Information Technology
Reports To: IT Support Manager / Help Desk Manager

Job Summary
We are seeking a customer-focused Tier 1 Support Desk Technician to join our IT team. The
primary responsibility of this role is to lead the deployment and migration of Windows 11
across our organization while providing frontline technical support for Windows services and
Microsoft 365 applications. The ideal candidate will have strong troubleshooting skills,
excellent communication abilities, and a passion for helping end users resolve technical
issues.

Key Responsibilities
Plan, execute, and troubleshoot Windows 10 to Windows 11 upgrades across
desktop and laptop computers
Ensure hardware compatibility and perform pre-upgrade assessments
Provide Tier 1 technical support via phone, email, and ticketing system for Windows-
related issues
Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint,
Teams, OneDrive, and SharePoint
Troubleshoot basic Windows services including Active Directory user accounts, file
permissions, printer connectivity, and network access
Document all support activities in the ticketing system with clear, detailed notes
Escalate complex technical issues to Tier 2/3 support when necessary
Create and maintain user guides and knowledge base articles for common issues
Assist with user onboarding and offboarding procedures
Maintain inventory of IT equipment and track deployment progress

Required Qualifications
High school diploma or equivalent; Associate's degree in IT or related field preferred
1-2 years of experience in IT support or help desk environment
Strong understanding of Windows 10/11 operating systems
Working knowledge of Microsoft 365 suite (formerly Office 365)
Familiarity with Active Directory and basic networking concepts
Excellent problem-solving and troubleshooting skills
Strong written and verbal communication skills
Ability to explain technical concepts to non-technical users
Customer service-oriented with patience and professionalism
Ability to work independently and prioritize multiple tasks

Preferred Qualifications
CompTIA A+, Microsoft 365 Certified Fundamentals, or similar certifications
Experience with Windows deployment tools (SCCM, Intune, MDT)
Knowledge of ticketing systems (ServiceNow, Jira Service Desk, Zendesk, etc.)
Experience with remote support tools
Understanding of ITIL framework and best practices

Technical Skills
Windows 10/11 installation, configuration, and troubleshooting
Microsoft 365 administration and support

Basic networking (TCP/IP, DNS, DHCP)
Hardware troubleshooting
Mobile device management basics

Work Environment
May require occasional evening or weekend work for scheduled upgrades
Some travel to various office locations may be required