L1- End User Services Technician

Nexify Infosystems; Needham Heights (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Nexify Infosystems in Needham, MA seeks an L1 End User Services Technician to be the first point of contact for IT incidents and service requests, handling ticketing and SLA adherence.

You will troubleshoot connectivity, manage user accounts, MFA enrollment, and coordinate with security for non-standard requests, supporting a distributed workforce and ensuring smooth onboarding/offboarding.

Qualifications

• 3–5 years of IT helpdesk or desktop support experience
• Experience with a Microsoft-heavy environment including Windows OS and Microsoft 365
• Familiarity with endpoint security tooling and remote workforce support
• Experience with Jira Service Management or equivalent ITSM platform
• ITIL or similar framework familiarity

Responsibilities

• Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA
• Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems
• Create and manage user accounts in Adaxes; unlock accounts, reset passwords, and enroll MFA
• Troubleshoot mailbox issues and manage calendar permissions in Microsoft 365 Admin Center
• Install approved software and provide admin elevation for authorized applications; coordinate with security
• Manage onboarding/offboarding/access changes in Adaxes and Entra ID; configure VPN and privileged access
• Elevate to Tier 2/3 when needed and document resolutions in knowledge base

Skills

Customer-first approach

Strong communication

SLA adherence

Troubleshooting

Documentation skills

Education

CompTIA A+ or equivalent certification

ITIL 4 Foundation certification

Tools

Jira Service Management

Microsoft 365 Admin Center

Active Directory

Entra ID

Microsoft Intune

Windows Autopilot

Jamf

Job description

Job Title: L1- End User Services Technician

Location: Needham, MA (Onsite day 1)

Duration: 12+ Months

Job Description

• Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction.
• Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
• Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
• Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
• Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests
• Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
• Apply fast, accurate diagnosis — elevate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base

Required

• 3–5 years of IT helpdesk or desktop support experience
• Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams,
• SharePoint), Entra ID, and Intune
• Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
• Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
• Experience with Jira Service Management or equivalent ITSM platform
• Strong communication skills and a customer-first approach
• CompTIA A+ or equivalent certification
• ITIL 4 Foundation certification
• Experience supporting a distributed or remote workforce
• Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)