Level 1 Helpdesk Engineer

About You

Are you the person everyone calls first when technology gets in the way? You love following well-documented processes, communicating clearly, and delivering a consistent, positive outcome for users with all experience levels. If you’re ready for variety, growth, and a team that loves to laugh while doing excellent work, this is the role for you.

About Us

itSynergy is the market leader in providing technology consulting services to small and medium businesses and named a finalist for the annual Best Places to Work Contest. Above all, we're looking for a culture fit. We're extremely honest, don't bring our egos to work, LOVE to laugh and have fun, enjoy the challenge of working together towards a common goal, are good at what we do, and deliver results. Our Core Focus is creating positive experiences with technology—both for our clients and our team. Sound like a place where you'd fit right in? We'd love to talk with you.

Role Summary

As an L1 Helpdesk Engineer, you are the first point of contact for client users. You’ll answer calls (email second), triage issues, resolve common endpoint problems, and complete standardized onboarding/offboarding tasks. You will work in our office daily, with occasional WFH, and go onsite to clients regularly.

Job Duties

• First-contact support (call-first): Answer incoming support calls; create/update tickets; perform basic troubleshooting; keep users informed until resolution.
• Account & access administration: Microsoft 365/Active Directory password resets; basic user provisioning/deprovisioning; MFA resets per documented procedures.
• Endpoint setup & care: New user/computer setups using standard build steps; application installs; browser/profile configuration; basic PC maintenance.
• Connectivity & VPN: Basic VPN client setup; user-side connectivity checks; escalate any networking issues beyond documented scope.
• Printers & scanning: Install/configure printers/MFDs; troubleshoot scan-to-email/workflows; coordinate with vendors when needed.
• Documentation: Follow SOPs precisely; update ITGlue with steps taken, device/user changes, and knowledge articles for recurring issues.
• Onsite support: Visit client sites for hands-on tasks, deployments, and scheduled work following checklists.
• Dispatch coverage (backup): Serve as backup for Service Coordinator during absences (ticket triage, scheduling, client communications).

Tools You'll Use (Daily)

ConnectWise PSA, Kaseya VSA, Microsoft Office applications (Outlook, Word, etc.), ITGlue

Education/Qualifications

• High School Diploma (or equivalent)
• IT coursework/certifications a plus CompTIA A+, Network+, Microsoft MD-102, AZ-900 encouraged (company funded upon completion)
• Valid driver’s license, reliable transportation, and professional appearance.
• Able to lift up to 50 lbs (deploying equipment).

Skill

• Exceptional phone communication and customer empathy; clear written notes.
• Process-driven; strong attention to detail; documents everything.
• Critical thinking with sound judgment to escalate appropriately.
• Team-oriented; comfortable independently executing checklists.

Compensation

$40,000-$50,000 Per Year DOE; additional bonus for approved certifications.

Position Type

Full-Time

Benefit

• Health Insurance — employer pays 80%
• Dental & Vision — employer pays 100%
• Short-Term & Long-Term Disability — employer pays 100%
• $50K Life Insurance — employer pays 100%
• 401(k) employer matches up to 5%
• 2 weeks vacation, paid sick days, paid personal days
• Continuing Education — employer pays 100% of approved certifications.