Job Description
Job Description
About Consultadd
Consultadd is a technology consulting and Managed Services Provider (MSP) delivering IT infrastructure, cloud, cybersecurity, and managed services to government, healthcare, nonprofit, and commercial organizations across the United States. We are seeking a customer-focused L1 IT Support Engineer to provide first-line technical support across multiple client environments. This role is ideal for someone with a strong technical foundation who enjoys troubleshooting, learning new technologies, and building a career in IT infrastructure and cloud services.
Key Responsibilities
End User Support
- Provide first-level technical support via phone, email, chat, and remote support tools.
- Troubleshoot Windows 10/11 desktops, laptops, printers, peripherals, and mobile devices.
- Resolve hardware, software, login, password, email, VPN, and connectivity issues.
- Install, configure, and maintain desktops, laptops, monitors, docking stations, and peripherals.
- Perform user onboarding and offboarding, including account provisioning, password resets, and device setup.
Microsoft 365 Support
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office apps.
- Assist with Exchange Online mailbox issues, distribution groups, shared mailboxes, and licensing.
- Troubleshoot Microsoft Teams meetings, collaboration, and authentication issues.
- Escalate complex Microsoft 365 issues to L2 when required.
Endpoint Administration
- Configure and deploy Windows devices using standard company procedures.
- Support endpoint management through NinjaOne, Microsoft Intune, and Group Policy.
- Monitor device health, antivirus status, and patch compliance.
- Assist with software installations, updates, and endpoint troubleshooting.
Basic Infrastructure Support
- Perform basic Active Directory administration, including user account creation, password resets, group membership, and account unlocks.
- Troubleshoot basic network connectivity issues involving DNS, DHCP, VPN, Wi-Fi, and printers.
- Escalate server, virtualization, firewall, and advanced networking issues to L2.
Ticket & Incident Management
- Log, prioritize, troubleshoot, and resolve incidents within established SLA targets.
- Maintain accurate documentation of troubleshooting steps and resolutions.
- Escalate unresolved issues with complete technical information to higher-level engineers.
- Follow standard operating procedures and change management processes.
Customer Service
- Deliver professional and courteous technical support.
- Keep users informed throughout the lifecycle of their requests.
- Build positive relationships with clients through effective communication and timely issue resolution.
Required Qualifications
- 1–3 years of experience in IT Help Desk, Desktop Support, or Technical Support.
- Working knowledge of Windows 10/11 operating systems.
- Basic understanding of Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
- Basic knowledge of Active Directory and Microsoft Entra ID user administration.
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
- Experience using ticketing systems such as ServiceNow, HaloPSA, Zendesk, Jira, ConnectWise, or NinjaOne.
- Strong troubleshooting and problem-solving skills.
- Excellent customer service and communication skills.
- Ability to manage multiple support requests while meeting SLA requirements.
Preferred Qualifications
- Experience in a Managed Services Provider (MSP) environment.
- Familiarity with NinjaOne, Microsoft Intune, Microsoft Defender, or other RMM tools.
- Basic knowledge of VMware, Hyper-V, or Azure environments.
- Experience with hardware deployments and workstation imaging.
- CompTIA A+, Network+, Microsoft MS-900, or similar certifications.
- Exposure to PowerShell or basic scripting is a plus.
Technical Environment
Candidates should have exposure to some of the following technologies:
Microsoft Technologies
- Microsoft 365
- Outlook
- Teams
- SharePoint Online
- OneDrive
- Entra ID (Azure AD)
- Intune (Basic)
- Microsoft Defender
Infrastructure
- Windows 10/11
- Active Directory
- DNS
- DHCP
- Group Policy
- Basic Windows Server Administration
Networking
- TCP/IP
- VPN
- Wi-Fi
- Printers
- Network Connectivity Troubleshooting
What We're Looking For
The ideal candidate is eager to learn, customer-focused, and passionate about technology. You should be comfortable troubleshooting end-user issues, working in a fast-paced MSP environment, following documented processes, and knowing when to escalate issues. A positive attitude, strong communication skills, and a willingness to continuously develop technical expertise are essential for success in this role.