IT Help Desk Level 1 with Dispatch and Escalation Oversight

Position Summary

We are seeking an experienced IT Help Desk Level 1 Technician with a minimum of 3 years of help desk experience. This role requires someone who can resolve frontline technical issues while actively following up on escalated matters to ensure Level 2 and Level 3 engineers are handling important tickets properly and on time.

This is not a passive support position. The ideal candidate takes ownership of tickets from intake through resolution and ensures nothing stalls.

Key Responsibilities:

• Technical Support
• Provide Level 1 remote support for Windows environments
• Troubleshoot Microsoft 365 including Outlook, Teams, OneDrive, SharePoint, and mailbox issues
• Manage user accounts in Active Directory and Entra ID
• Diagnose printer, VPN, and workstation connectivity issues
• Perform basic network troubleshooting using tools such as ipconfig and ping
• Document all troubleshooting steps clearly in the ticketing system
• Escalate issues with complete diagnostics and proper notes

Ticket Oversight and Follow Up

• Monitor open tickets daily and identify high priority matters
• Ensure escalated tickets are actively being worked by Level 2 and Level 3
• Follow up internally when updates are missing
• Prevent tickets from aging without progress
• Maintain SLA awareness and escalate delays appropriately
• Confirm issue resolution before ticket closure

Dispatch Support

• Assign tickets based on urgency and technician skill level
• Confirm client availability before scheduling remote sessions
• Reassign tickets when necessary to prevent delays
• Maintain visibility on overdue tickets

Required Qualifications

• Minimum 3 years of experience in a help desk or service desk role
• Strong understanding of Microsoft 365 administration fundamentals
• Experience with Active Directory user management
• Basic networking knowledge including DNS, DHCP, TCP IP
• Experience using remote support tools
• Strong written and verbal communication skills
• Ability to manage multiple tickets while maintaining follow through

Preferred Experience

• Managed Service Provider experience
• Experience reviewing escalation notes for completeness
• Understanding of cybersecurity fundamentals such as MFA and endpoint protection

Ideal Candidate Traits

• Highly organized
• Proactive and detail oriented
• Comfortable holding others accountable
• Strong ownership mentality
• Able to communicate clearly with technical and non-technical users