Help Desk Technician Level 1 (Hybrid)

Tier 1 – Frontline Operations Technician Role Overview: • Serve as the client’s first line of support with direct user interaction. • Manage system access and perform initial issue triage. Responsibilities: • Handle password resets, MFA enrollments, and identity verification via Caller Verify. • Manage Active Directory attributes, group memberships, and folder permissions. • Assist with RingCentral call handling configurations. • Support Cloudflare VPN connectivity and troubleshooting. • Transfer and set up user data on new machines using Cloudflare and OneDrive. • Troubleshoot Windows 11 endpoint issues including logon, performance, hardware, and configuration. • Provide application support for Office 365, Zoom, Teams, Microsoft Edge, Island Browser, Adobe Acrobat, RingCentral UC, SnagIt, etc. • Provide entry-level support for business applications like Applied Epic, Epic Connection Suite, Salesforce, WEX, Carrier sites, and various SaaS apps. • Support Citrix environments including disaster recovery and user session profile rebuilding. • Configure printers for office and remote users. • Maintain Zoom Rooms conference systems for connectivity and AV troubleshooting. • Assist with personal equipment setup and mobile device enrollment via Intune for secure access. • Set up personal printers in the Cloudflare environment. • Recover local machine accounts protected by BitLocker encryption. • Document all interactions in Zendesk for transparency. • Escalate issues to appropriate teams when needed. • Deliver excellent customer service to employees. Skills and Experience: • 6 months to 1 year experience as Tier 1 technician with basic troubleshooting skills. • Familiarity with Microsoft Office 365, Windows 11, Adobe Acrobat, SaaS tools, and mobile device support. • Strong customer service orientation, pleasant demeanor, and driven to assist others. • Good critical thinking and communication skills. #Solvo #LI-PROMOTED