Position Summary
As an L1 Help Desk Technician, you will serve as the first line of technical support—helping end users resolve issues related to Microsoft 365, account access, devices, and service requests. You’ll work with tools such as Active Directory, Microsoft Entra ID, Microsoft 365 Admin Center, and ServiceNow. This role is perfect for someone looking to gain hands-on experience in a fast-paced MSP environment and build a strong foundation in IT support and cloud administration.
Key Responsibilities
• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
• Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
• Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
• Maintain clear, professional communication with end users throughout the support process.
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Preferred Exposure or Willingness to Learn
• Microsoft 365 Admin Center: license checks, mailbox management, Teams administration.
• Intune / Endpoint Manager: basic understanding of device compliance and enrollment troubleshooting.
• Conditional Access & Security: awareness of security controls and when to escalate issues.
• SharePoint/Teams Migrations: basic troubleshooting during cloud storage transitions.
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Qualifications
• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms).
• Strong communication and customer service skills.
• Ability to follow processes and collaborate effectively with remote teams.
• Eagerness to learn and grow in cloud administration and endpoint security.
• Ability to create and maintain documentation (e.g., KB articles).
Top Skills
What We Do
RTS is a global technology company that helps modernize tomorrow’s enterprise today with world-class IT service, consulting, and digital transformation solutions. Partner with us to unleash your organization’s true potential
through digital transformation. www.resolvetech.com
Our service portfolio includes Solutions Consulting, IT Services, and Strategic Resourcing in the spaces of ERP Modernization, Managed Cloud Delivery Services, Digital Transformation, AI/ML and Data Analytics, Cyber Security and Digital Signature solutions.
As a trusted partner to Fortune 500 organizations in telecom, retail, real-estate, government, and aerospace & defense, we implement their strategic digital transformation initiatives for sustainable long-term results while also addressing their execution needs for accelerating their projects.
We are a #1 ranked SAP partner in the US for multiple years, which signifies our depth of expertise, breadth of our client engagements and our ability to leverage strong partnerships for client benefits.
We bring the best of SAP and public cloud experience in any cloud management and migration project. We manage over 4000+ SAP related workloads- one of the world’s largest footprints of SAP ERP in public cloud.
Our approach of solving the root causes of client’s business problems, providing the finest IT expertise, and delivering high-performance & high-quality solutions has made us the preferred IT partner for several global enterprises as well as SMEs.
At this juncture, our company is looking forward to realizing our growth plans fueled by our long-term investments in new technologies and solution accelerators while further strengthening our expertise and capabilities
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