About this opportunity
StevenDouglas lists this Help Desk Specialist opportunity in boca raton, Florida. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Title: Help Desk Technician - Tier 1
Job Summary
The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.
Key Responsibilities
* Serve as the first point of contact for users via phone, email, or ticketing system
* Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
* Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)
* Perform password resets, MFA setup, and account unlocks
* Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
* Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
* Install, configure, and maintain software and operating systems (Windows/macOS)
* Document incidents, resolutions, and processes in the ticketing system
* Escalate unresolved or complex issues to Tier 2 or senior IT staff
* Maintain knowledge base articles and user guides
* Follow IT policies, security standards, and compliance requirements
Required Qualifications
* High school diploma or equivalent (Associate's degree in IT or related field preferred)
* 0-2 years of experience in a help desk or technical support role
* Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts
* Familiarity with Microsoft Azure fundamentals
* Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
* Strong problem-solving and communication skills
* Ability to prioritize tasks and manage time effectively
Preferred Qualifications
* Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
* Basic networking knowledge (TCP/IP, DNS, DHCP)
* Understanding of cybersecurity best practices
* Relevant certifications such as:
* Microsoft Certified: Azure Fundamentals (AZ-900)
* CompTIA A+ or Network+
Key Skills
* Customer service orientation
* Troubleshooting and analytical thinking
* Attention to detail
* Team collaboration
* Documentation and knowledge sharing
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.