Level One It Support

Job Description Provide first-line technical support to end-users via phone, email, or ticketing system. Troubleshoot and resolve issues related to Microsoft Active Directory (AD), including user account management, password resets, and group policy inquiries. Assist with Microsoft 365 user inquiries, including account setup, email configuration, and troubleshooting of cloud-based services such as Exchange Online and SharePoint Online.

Address Windows operating system-related issues, including basic troubleshooting, software installations, and updates. Perform administrative tasks within Microsoft Exchange, such as mailbox management, email distribution list maintenance, and troubleshooting email delivery problems. Document support activities, including ticket resolutions, troubleshooting steps, and user communication, to ensure accurate tracking and knowledge sharing within the team.

Collaborate with other IT teams to escalate complex issues and follow up on problem resolution to ensure timely and effective support delivery. Provide user training and guidance on IT best practices, security awareness, and self-service resources to promote user empowerment and reduce dependency on support services.

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