Help Desk Technician - Tier 1

We currently have an exciting opportunity for a Tier 1 Help Desk Technician to join our team. This position can be remote or hybrid out of our West Chester, PA office. As a member of the Help Desk Team, the Tier 1 Technician will serve as the first point of contact for technical support, providing assistance with Active Directory, Office 365, desktops, laptops, printers, scanners, VPN connections, and other core business applications.

The ideal candidate will have a solid foundation in IT support, with experience in user account administration, troubleshooting hardware and software issues, and providing excellent customer service. This role is well-suited for individuals who are reliable, detail-oriented, and motivated to grow their careers within a managed services environment.

Responsibilities

• Provide first-line support to end-users via phone, email, and ticketing system
• Troubleshoot and resolve issues with Windows operating systems, Microsoft Office applications, and peripheral devices
• Administer user accounts in Active Directory, including creation, password resets, and group membership
• Manage Office 365 accounts, licensing, and mailbox configurations
• Support VPN connectivity and remote access solutions
• Perform device setups, replacements, and user onboarding/offboarding tasks
• Document work performed and maintain accurate records in the help desk CRM
• Monitor RMM alerts, respond appropriately, and escalate complex issues to Tier 2/3 when necessary
• Provide basic support for VoIP phone systems (adds, moves, and changes)
• Troubleshoot user issues within T1 Scope
• Deliver clear communication and maintain a high standard of customer service in all interactions

• Associate’s or Bachelor’s degree in a related field preferred
• Minimum 2-3 years of IT support experience; MSP environment strongly preferred
• Active Directory management (user creation, password changes, group assignment) (2+ years)
• Office 365 administration (user creation, password changes, licensing management) (2+ years)
• VPN troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ years)
• Printer deployment via GPO (2+ years)
• Solid understanding of local area network (DNS, DHCP, IP)
• Proficiency with:
• Active Directory user and group management
• Office 365 administration and licensing
• Windows desktop troubleshooting (hardware/software)
• Printers, scanners, and other peripherals
• Basic networking (DNS, DHCP, TCP/IP)
• Strong verbal and written communication skills with the ability to support users of varying technical skill levels
• Excellent organizational and time management skills with the ability to prioritize and escalate appropriately
• Must have proven track record in a high-volume support desk with proven first call resolution
• Must have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
• Experience in dental environments is highly desired