Help Desk Technician Level 1/2

Top Prospect Group; Massachusetts; Hybrid; USD 50,000 - 60,000; Full time

Job summary

Top Prospect Group is seeking a skilled Level 1/2 Help Desk Technician in Worcester, MA for a hybrid work arrangement. The role focuses on Windows, macOS, Microsoft 365, and cloud environments, with emphasis on AD/Azure AD, and delivering exceptional customer service.

The candidate will troubleshoot a range of hardware, software, and network issues, manage user accounts, MFA, and access, and assist with endpoint management and documentation.

Qualifications

• 2+ years of Help Desk or IT Support experience.
• Experience with Active Directory administration.
• Experience with Azure Active Directory (Entra ID).
• Strong knowledge of Microsoft 365 administration and support.
• Experience supporting Windows and macOS systems.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, and wireless networking.

Responsibilities

• Serve as the primary contact for IT support requests via phone, email, chat, and ticketing systems.
• Troubleshoot Level 1–2 issues related to OS, apps, hardware, and network connectivity.
• Administer user accounts, security groups, and permissions in AD and Azure AD.
• Support and troubleshoot Microsoft 365 services.
• Configure and support Windows 10/11 and macOS devices.
• Onboard/offboard users and manage access issues.
• Troubleshoot MFA and password resets.
• Maintain endpoint management via Intune.
• Document technical procedures and knowledge base articles.
• Escalate complex issues to senior engineers.
• Track incidents and requests per SLA requirements.

Skills

2+ years Help Desk experience

Active Directory

Azure AD / Entra ID

Microsoft 365 administration

Windows/macOS support

Network basics

VPN/DNS/DHCP

Ticketing systems knowledge

Strong customer service

Tools

ServiceNow

Jira

Zendesk

ConnectWise

Freshservice

Job description

Hybrid Work / 50-60k / Full Time / Worcester MA

We are seeking a skilled and customer-focused Level 1/2 Help Desk Technician to provide technical support for end users across Windows, macOS, Microsoft 365, and cloud environments. The ideal candidate will possess strong troubleshooting skills, experience with Active Directory and Azure AD (Microsoft Entra ID), and the ability to resolve a broad range of hardware, software, and network-related issues while delivering exceptional customer service.

Key Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.


• Troubleshoot and resolve Level 1 and Level 2 technical issues related to operating systems, applications, hardware, and network connectivity.


• Administer user accounts, security groups, and permissions in Active Directory and Azure AD (Entra ID).


• Support and troubleshoot Microsoft 365 services, including:


• Configure, deploy, and support Windows 10/11 and macOS devices.


• Perform user onboarding and offboarding activities.


• Troubleshoot MFA, password reset, authentication, and access issues.


• Support endpoint management platforms such as Microsoft Intune.


• Install, configure, and maintain desktop software and hardware.


• Diagnose and resolve VPN, Wi-Fi, DNS, DHCP, and network connectivity issues.


• Create and maintain technical documentation and knowledge base articles.


• Escalate complex issues to senior engineers when necessary.


• Track and update incidents, service requests, and problem tickets according to SLA requirements.

Required Qualifications

• 2+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.


• Hands-on experience with Active Directory administration.


• Experience supporting Azure Active Directory (Microsoft Entra ID).


• Strong working knowledge of Microsoft 365 administration and support.


• Experience supporting both Windows and macOS operating systems.


• Working knowledge of:


• TCP/IP


• DNS


• DHCP


• VPN connectivity


• Wireless networking


• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, ConnectWise, or Freshservice.


• Excellent troubleshooting, problem-solving, and customer service skills.


• Strong verbal and written communication abilities.

Preferred Qualifications

• Microsoft 365 Fundamentals (MS-900)


• CompTIA A+ or Network+


• Experience with Intune or Endpoint Manager


• Experience supporting hybrid Azure AD environments


• Experience with PowerShell administration


• Knowledge of cybersecurity best practices