Serve as the front door to IT by delivering exceptional customer support and first-line technical assistance in a Microsoft-focused environment. Act as the primary point of contact for IT support requests through ConnectWise, providing Level 1 support for Microsoft 365, Windows devices, identity and access requests, and basic troubleshooting.
Key responsibilities include accurate ticket intake, clear communication, issue ownership, proper escalation routing, and maintaining a professional, empathetic user experience. Collaborate with internal IT teams and external partners to ensure smooth handoffs while following security and endpoint management procedures using tools such as Huntress and SentinelOne.
The ideal candidate has strong customer service and communication skills, stays calm under pressure, thinks critically while following process, and is eager to learn technical systems and concepts.
Preferred Qualifications:
- Experience in helpdesk, MSP, or technical support environments
- Familiarity with Microsoft 365 and Windows systems
- Experience with ticketing platforms such as ConnectWise or ServiceNow