IT Help Desk Level 1 with Dispatch and EscalationOversight

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