Help Desk Technician I — Hybrid IT Support & Travel

Top Prospect Group; Auburn (MA); Hybrid; USD 28,000 - 34,000; Full time

Job summary

Top Prospect Group is seeking a Help Desk Technician I to provide Level 1 technical support across client environments. You will troubleshoot Windows, Microsoft 365, hardware, and user accounts while delivering friendly customer service.

Role may be office-based or hybrid, with up to 30% travel to client sites for hands-on support and projects. Ideal for individuals eager to grow in a hands-on IT environment.

Qualifications

• 1+ year of experience in help desk, desktop support, field service, or related customer-facing technical role.
• Working knowledge of Windows 10/11 and basic Active Directory.
• Familiarity with Microsoft 365 and common business applications.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple tickets and prioritize effectively.
• For hybrid/field positions: valid driver’s license, reliable transportation, and willingness to travel to client sites.

Responsibilities

• Provide Level 1 technical support by phone, email, portal, and remote sessions.
• Troubleshoot Windows 10/11 workstations, applications, printers, peripherals, and performance issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Perform basic Active Directory and Entra ID administration, including password resets, account changes, groups, permissions, and licenses.
• Document troubleshooting steps, resolutions, and ticket activity accurately.
• Escalate complex issues to senior technical teams with thorough documentation.
• For hybrid positions, deploy and configure computers, perform hardware replacements, support office moves, and assist with technology projects onsite.
• Deliver professional, friendly support to both technical and non-technical users.

Skills

Windows 10/11

Active Directory

Microsoft 365

Troubleshooting

Communication

Ticket management

Customer facing

Tools

ConnectWise

NinjaOne

Job description

Top Prospect Group is seeking a Help Desk Technician I to provide Level 1 technical support across client environments. You will troubleshoot Windows, Microsoft 365, hardware, and user accounts while delivering friendly customer service.

Role may be office-based or hybrid, with up to 30% travel to client sites for hands-on support and projects. Ideal for individuals eager to grow in a hands-on IT environment.