Level 1 Help Desk Technician

You will provide on-site IT support for internal employees in Wilmington, MA, handling tickets in Freshservice and resolving hardware and software issues.

Responsibilities

• Provision, image, and deploy Dell Windows laptops and peripherals, including decommissioning and inventory tracking.
• Manage user accounts, groups, and permissions in Active Directory, and handle licensing in Microsoft 365 and Exchange.
• Troubleshoot common endpoint issues, OS errors, and Office application problems for a 100% Windows environment.
• Assist with endpoint management tasks using Intune and SCCM, and support software patching via tools like Patch My PC.
• Document support interactions, follow security best practices, and escalate complex technical issues to Level 2/3 teams.

Required Skills

• 4–5 years of experience in IT Support, Help Desk, or Desktop Support roles.
• Hands-on experience managing Active Directory users, groups, and basic permissions.
• Experience with Microsoft 365 administration and Exchange email support.
• Familiarity with endpoint management tools, specifically Microsoft Intune and SCCM.
• Proven ability to provision devices, perform imaging, and support both hardware and software troubleshooting.
• Experience with ticketing systems, with Freshservice preferred but not required.
• Strong professional communication skills and a customer service mindset.

Preferred Skills

• Familiarity with AD Manager and AD Audit Plus.
• Exposure to internal tooling such as JetBrains or Ryder.