Tier 1–2 Help Desk Tech — Windows, Mac & Azure AD

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

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.