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EUS Engineer L1 Support

TechDigital
  • Clinton, NY
    30+ days ago

    Job Description


    ABOUT THE ROLE
    This role serves as the first line of IT support for associates globally, providing timely resolution of technology issues, provisioning hardware for new and existing associates, and ensuring a consistent, high-quality support experience across our office and remote workforce.
    RESPONSIBILITIES
    • Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction
    • Troubleshoot Wi-Fi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health)
    • Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices
    • Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center
    • Install approved software and provide admin elevation for authorized applications, coordinate with the security team on non-standard requests
    • Manage the full associate lifecycle — onboarding, offboarding, and access changes — in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log
    • Apply fast, accurate diagnosis — escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base
    Required
    • 3–5 years of IT helpdesk or desktop support experience
    • Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune
    • Familiarity with Microsoft Intune, Windows Autopilot, and Jamf
    • Windows and MAC experience is must
    • Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center
    • Experience with Jira Service Management or equivalent ITSM platform
    • Strong communication skills and a customer-first approach
    • Must be eligible to work in the United States without sponsorship
    Preferred
    • CompTIA A+ or equivalent certification
    • ITIL 4 Foundation certification
    • Experience supporting a distributed or remote workforce
    • Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)

    Numbers & Facts

    LocationClinton, NY
    IndustryOther/Not Classified
    Company Size100 to 499 employees

    Skills

    • 1st Level Supportunmatched
    • Apple Macsunmatched
    • Atlassian JIRAunmatched
    • CPU (Central Processing Unit)unmatched
    • Calendar Managementunmatched
    • Cisco Network Systemsunmatched
    • Communication Skillsunmatched
    • CompTIA A+unmatched
    • Computer Securityunmatched
    • Desktop Administrationunmatched
    • Endpoint Securityunmatched
    • Establish Prioritiesunmatched
    • Help Deskunmatched
    • IT Service Management (ITSM)unmatched
    • ITIL (IT Infrastructure Library)unmatched
    • Identify Issuesunmatched
    • Mac Operating Systemunmatched
    • Machine Toolunmatched
    • Maintenance Servicesunmatched
    • Microsoft Active Directoryunmatched
    • Microsoft Outlookunmatched
    • Microsoft Product Familyunmatched
    • Microsoft SharePointunmatched
    • Microsoft Windows Operating Systemunmatched
    • Network Supportunmatched
    • Onboardingunmatched
    • Problem Solving Skillsunmatched
    • Quality Metricsunmatched
    • Ramdiskunmatched
    • Service Level Agreement (SLA)unmatched
    • Software Administrationunmatched
    • Software Installationunmatched
    • Systems Administration/Managementunmatched
    • Technical Supportunmatched
    • Time Managementunmatched
    • User Account Administrationunmatched
    • VPN (Virtual Private Network)unmatched
    • Wireless Communicationsunmatched

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