L1 - IT Support Technician

Responsibilities:

Incident Management 

• Be the first point of contact for IT incidents via our ticketing system, email, and phone 

• Perform remote hardware and software troubleshooting using RMM and remote access tools 

• Guide users through diagnostic steps to identify root causes 

• Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation 

• Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings 

Request Fulfillment 

• Process user requests including access provisioning, equipment, and software installations 

• Submit equipment requests for approval per established workflows 

• Fulfill standard service requests using predefined procedures and SLA targets 

Identity & Access Management 

• Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning 

• Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365 

• Manage password resets and MFA set up per company security policy 

Asset & Configuration Management 

• Maintain accurate hardware inventory records in our asset tracking system 

• Update digital logs for equipment issuance