Service Desk Engineer

L1 Service Desk

We are looking for a dependable Service Desk to support employees in a modern,

distributed work environment.

This role is a good fit for someone who enjoys solving problems, communicating clearly,

and helping people stay productive. You will handle support tickets, troubleshooting

common technology issues, and work with other IT teams when extra help is needed.

This role supports IT across multi-family residential operations in a fast-paced,

customer-focused technical support environment, endpoint support, user access, and

Microsoft 365.

Key Responsibility

• Support Windows devices, Microsoft 365, Outlook, Teams, printers, Wi-Fi, VPN,

and remote access

• Owning support tickets from start to finish, including updates, notes, follow-up,

and resolution

• Troubleshoot device, application, login, audio/video, printer, and network issues

• Support onboarding/offboarding, role changes, password resets, MFA setup, and

basic access requests

• Escalate issues with clear notes, user impact, and steps already tried

• Help improve support guides, knowledge articles, and team processes

• Report possible security concerns, such as phishing or suspicious account

activity

• Provide ongoing and consistent communications with users regarding status

and/or progress of outstanding tickets

Required Skills

• 2+ years of service desk, technical support, or desktop support experience

• Strong troubleshooting skills with Windows, Microsoft 365, Outlook, Teams,

browsers, and common business apps

• Comfortable supporting user accounts, passwords, MFA, basic access requests,

and remote end user support using TeamViewer or similar tools.

• Able to troubleshoot Wi-Fi, printers, VPN, and remote support issues

• Clear written and verbal communication skills with a customer-first mindset

• Organized, detail-oriented, and able to manage multiple tickets at once

• Experience with ticketing systems such as Jira,FreshService, ServiceNow,

Autotask, or similar platforms

• Exposure to Microsoft Entra ID (Azure AD), Intune, or endpoint management

tools

Preferred Skills (Nice to Have)

• Basic awareness of IT security, phishing reports, and safe access handling

• Certifications such as CompTIA A+, Microsoft Fundamentals, Microsoft 365

Fundamentals, or ITIL Foundation are helpful but not required