Tier 1 IT Support Technician

IT Support Technician

We are seeking a reliable and service-oriented IT Support Technician to join our operations team in a Tier 1 support capacity. This role focuses on front-line troubleshooting, access requests, and timely response to IT service tickets during operating hours 8AM-5PM

As part of a broader IT operations team, you ll support users across various systems and ensure basic service continuity overnight and during weekends.

Key Responsibilities

UAM background, specifically focused on AD / Azure / Entera.

Incident response and account management

Respond to after-hours IT support tickets and escalate as needed

Perform basic troubleshooting and resolution for:

oAccount access issues (password resets, unlocks, group membership)

oOffice 365 and Exchange mailbox or distribution list requests

oWindows workstation and login issues

Provision and de-provision user accounts in:

oActive Directory

oOffice 365 / Exchange Online

oAzure Entra ID (with documentation support)

Triage alerts from system monitoring tools and escalate critical events

Document support actions clearly in the IT ticketing system

Follow standard runbooks and escalation paths

Work collaboratively with Tier 2 teams and monitoring personnel

Qualifications

1 2 years of experience in a help desk, service desk, or IT support role

Familiarity with:

UAM background, specifically focused on AD / Azure / Entera.

oWindows environments and basic sysadmin concepts

oActive Directory (password resets, user lookup)

oOffice 365/Exchange Online (mailbox or group access)

Ability to follow documented procedures and runbooks

Experience using IT ticketing systems (e.g., Jira, ServiceNow, ManageEngine)

Preferred Skills (Nice To Have)

Exposure to Azure AD (Microsoft Entra ID)

Familiarity with monitoring dashboards or alerting tools (Nagios, Dynatrace, etc.)

Understanding of IT security basics: MFA, role-based access, etc.

Previous experience in an after-hours or overnight support role

Key Attributes

Dependable and self-directed

Comfortable working alone and making sound escalation decisions

Clear communicator and effective documenter

Service-oriented with attention to detail

Work Schedule

Some weekend or holiday coverage may be required

This is a remote role; preference given to Southern California-based candidates