Level 1 IT Helpdesk Specialist (Microsoft 365)

Pacific Science & Engineering Group, Inc.; San Diego (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

Pacific Science & Engineering Group, Inc. is seeking a Level 1 IT Helpdesk Specialist to join our full-time staff in San Diego. You will provide first-line technical support, troubleshoot software/hardware issues, and assist with Microsoft 365 services in a Microsoft-centric environment.

You will enroll devices via Microsoft Intune, manage endpoints, and support AV and conference room tech. A strong customer-service mindset and clear communication are essential for this role.

Qualifications

• High school diploma or equivalent; Associate degree in IT or related field preferred.
• One or more years of experience providing technical support to end users in a business environment.
• Strong troubleshooting skills and ability to diagnose and resolve hardware and software issues.
• Working knowledge of Microsoft Windows 11 desktop environments.
• Experience supporting Microsoft 365 (Office, Outlook, Teams, SharePoint, OneDrive).
• Familiarity with mobile device management platforms (Microsoft Intune preferred).
• Strong communication skills with ability to explain technical concepts to non-technical users.
• Excellent customer service and problem-solving abilities.
• Ability to manage multiple support requests and prioritize effectively.
• Logical, methodical approach to troubleshooting with a focus on identifying root cause.
• Security-minded approach that applies principle of least privilege and treats account and permission changes as security-sensitive actions.
• Strong documentation habits for account, configuration, and troubleshooting actions taken.
• Basic understanding of Microsoft Entra ID / Azure fundamentals, including identities, authentication, and roles.
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Responsibilities

• Provide technical support to end users via Teams, email, and in-person for hardware and software issues on Windows laptops, mobile devices, and peripherals.
• Troubleshoot and resolve issues with Microsoft 365 applications and services including Outlook, Teams, SharePoint, OneDrive, and Office Suite.
• Support device enrollment and management through Microsoft Intune, including mobile device management and compliance verification.
• Assist with endpoint device configuration, including software installation, Windows updates, driver updates, and antivirus management.
• Manage computer imaging, factory resets, and hardware replacement workflows for end-user devices.
• Support audio-visual and conference room technology systems, including displays, projectors, docking stations, and meeting equipment.
• Troubleshoot network connectivity issues, including VPN, Wi-Fi, and Ethernet connectivity problems.
• Perform account management tasks including email alias creation, permission changes, and multi-factor authentication setup.
• Document issues and resolutions in ticketing systems and maintain clear communication with end users throughout support interactions.
• Escalate complex issues to senior IT staff or appropriate technical teams with clear documentation.
• Provide hardware support including equipment ordering, deployment, and troubleshooting for docking stations, monitors, peripherals, and mobile devices.
• Perform basic administrative tasks in the Microsoft 365 Admin Center, including reviewing user accounts, assigning licenses, and managing groups.
• Support user identities, authentication, and permissions within Microsoft Entra ID.
• Troubleshoot Exchange Online and Outlook issues, including shared mailboxes, distribution lists, calendar permissions, and mail delivery.
• Support OneDrive and SharePoint, including file synchronization, sharing permissions, and file recovery.
• Troubleshoot basic networking fundamentals, including IP addressing, DNS, and DHCP, in addition to VPN and Wi-Fi connectivity.
• Follow a consistent troubleshooting process — understand the issue, gather information, troubleshoot, verify the resolution, and document the outcome before escalating when necessary.

Skills

Troubleshooting

Windows 11

Microsoft 365

IT support

Communication

Customer service

Documentation

Security-minded

Education

High school diploma

Associate degree in IT

Tools

Microsoft Intune

Microsoft Entra ID

Azure fundamentals

SharePoint

OneDrive

Exchange Online

Active Directory

Job description

Pacific Science & Engineering Group, Inc. is seeking a Level 1 IT Helpdesk Specialist to join our full-time staff in San Diego. You will provide first-line technical support, troubleshoot software/hardware issues, and assist with Microsoft 365 services in a Microsoft-centric environment.

You will enroll devices via Microsoft Intune, manage endpoints, and support AV and conference room tech. A strong customer-service mindset and clear communication are essential for this role.