Level 1 IT Support
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Job Description
Frontline IT support for Tidal Financial Group addressing employee technology needs, troubleshooting Microsoft 365 and ensuring ticket documentation.
Responsibilities:
- Respond to incoming requests and tickets, providing timely support for common issues such as:
- Troubleshoot and resolve issues related to Microsoft 365, endpoint devices, VPN connectivity, printers/peripherals, and basic networking (Wi-Fi, DNS basics, connectivity).
- Identify recurring issues and flag patterns to the IT Manager / Level 2 for deeper investigation.
- Own tickets from intake through resolution when within Level 1 scope; escalate cleanly when outside scope.
- Document symptoms, steps taken, resolution, and user communication in the ticketing system.
Requirements:
- 1–3+ years of IT support experience (help desk / desktop support / MSP experience welcome).
- Comfortable supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) at a user-support level.
- Familiarity with Windows troubleshooting (drivers, updates, common app issues).
- Basic understanding of identity concepts (SSO, MFA) and access management workflows.
- Strong written and verbal communication skills.
- Experience working in a ticketing system and documenting work clearly.
Benefits:
- Maintain a professional remote environment, reliable connectivity, and secure access using approved devices, VPN, and MFA.
- Perform standard onboarding/offboarding tasks using defined checklists and processes.
- Assist with account creation requests, group membership, app access requests, and role changes per documented approvals/workflows.
- Provide high-quality support experience: friendly, clear, calm, and professional.
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