Junior IT Support Engineer (Level 1) — Frontline & Helpdesk Support | (WY)

Junior Engineer (Level 1) — Frontline & Basic IT Support

Job Type: Full-time | Onsite / Remote / Hybrid
Experience: 0–2 years

About the Role
Provide frontline end-user support across devices, core productivity tools, and basic connectivity issues. Deliver fast resolution for common incidents, execute onboarding/offboarding SOPs, and maintain clean ticket documentation. Best suited for high-volume support environments (SMB/mid-market IT desks).

What You'll Do

• Handle Level 1 helpdesk tickets: password resets, access issues, device setup, how-to requests
• Support PCs, laptops, mobile devices, printers (basic diagnostics & peripheral checks)
• Perform basic Windows & macOS support; install/configure standard software (e.g. MS Office)
• Configure user email, printers, shared drives; troubleshoot Outlook profile/mailbox issues
• Troubleshoot basic connectivity: LAN/Wi-Fi checks, IP conflicts, VPN connectivity
• Run antivirus scans, handle basic malware response, escalate security concerns
• Support Teams/Zoom and basic meeting room issues
• Perform basic firewall/router checks (reboot & health check only, when approved)
• Maintain IT asset tagging, inventory logging, device handover records
• Log incidents accurately; escalate to Level 2/vendors with complete notes

Requirements

• Diploma in IT/Computer Science or equivalent experience
• 0–2 years IT support experience (internships/part-time accepted)
• Windows 10/11 fundamentals, macOS basics
• MS 365 user support (Outlook, Teams, OneDrive)
• Basic networking (ipconfig, ping, nslookup), VPN client support
• Ticket handling discipline; strong documentation habits
• Calm, customer-first communication

Nice to Have

• CompTIA A+ (preferred), ITIL Foundation, Microsoft 365 Fundamentals (MS-900)