L1 Service Desk - WFH and night shift

• Serve as the initial point of contact for IT support via phone, email, and ticketing system.
• Remain logged into phone queues throughout the workday to ensure availability.
• Troubleshoot and resolve basic desktop, network, software, and hardware issues.
• Assist with installation, configuration, and support of computers, mobile devices, printers, and peripherals.
• Follow escalation procedures for unresolved issues requiring higher-tier support.
• Maintain detailed and accurate records of all client interactions and resolutions.
• Collaborate with vendors to resolve hardware and software-related problems.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic cybersecurity tasks such as virus detection, removal, and security maintenance.
• Monitor backup systems and assist in data restoration as needed.
• Provide user education on cybersecurity best practices and IT resources.
• Handle password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as required.
• Document and escalate technical issues and customer interactions appropriately.

• Associate’s Degree in Technology or a related field
• 2-5 years supporting Microsoft environments
• 2 years working in a Managed Services Provider (MSP) environment
• Strong knowledge of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Basic networking knowledge (DNS, DHCP, VPN, firewall configurations).
• Familiarity with VMWare, Citrix, VPN, Terminal Services, and backup technologies.
• Experience with remote troubleshooting tools and remote desktop applications.
• Excellent communication, documentation, and customer service skills.
• Ability to diagnose and resolve issues independently and efficiently.
• Adaptability in fast-paced environments with shifting priorities.
• Commitment to continuous learning and professional development.

Preferred Certifications:

• CompTIA Security+
• CompTIA Network+

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.