IT Helpdesk Technician Level 1/2

Position Overview

We are seeking a customer-focused IT Helpdesk Technician to provide technical support to end users. This role is primarily responsible for resolving account access issues, identity and authentication support, and general Windows environment troubleshooting in a timely and professional manner.

Key Responsibilities

Serve as the first point of contact for end users experiencing technical issues via phone, email, ticketing system, or chat. Perform password resets and account unlocks in Active Directory and connected systems. Assist users with multi-factor authentication (MFA) setup, re-enrollment, and troubleshooting across OKTA and Microsoft Authenticator platforms. Manage and maintain user accounts in Active Directory, including group memberships, access permissions, and account lifecycle tasks. Troubleshoot Windows 11 laptop issues, including login failures, profile problems, and connectivity errors. Escalate unresolved issues to Level 3 support or appropriate teams with thorough documentation. Log all interactions and resolutions accurately in the IT ticketing system. Communicate technical information clearly to non-technical users. Adhere to IT security policies, especially when verifying user identity before performing sensitive account actions.

Required Qualifications

1–3 years of experience in a helpdesk or desktop support role. Hands-on experience with Microsoft Active Directory (user management, password resets, OU structure). Proficiency supporting Windows 11 environments. Experience with OKTA administration, including MFA factor resets and user lifecycle management. Familiarity with Microsoft Authenticator and general MFA/2FA concepts. Strong troubleshooting and problem-solving skills. Excellent verbal and written communication skills. Ability to verify user identity and follow security protocols before making account changes.

Preferred Qualifications

CompTIA A+, Microsoft MD-102, or similar certification. Experience with ticketing platforms. Exposure to Azure Active Directory (Entra ID) or hybrid AD environments. Familiarity with Microsoft 365 admin center.