IT Helpdesk Technician

Touchmark is seeking an IT Helpdesk Technician to provide Tier 1 technical support across a hybrid Microsoft 365 and enterprise network environment supporting both Central Office and community campus operations. This role serves as the first point of contact for employees needing technical assistance and plays a critical role in delivering responsive, professional, and solutions-focused IT support across multiple locations.

What You Will Do

• Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, Microsoft 365 applications, and basic network connectivity issues; troubleshoot hardware, software, and user access concerns both onsite and remotely
• Support Microsoft 365 services including Outlook, Teams, SharePoint Online, OneDrive, and Office applications; assist with password resets, MFA enrollment, account unlocks, mailbox access, and collaboration tools within Microsoft Entra ID and Active Directory environments
• Respond to support requests received through phone, email, Teams, walk-up, and ticketing systems; accurately log, categorize, prioritize, and document tickets while adhering to established service level expectations
• Troubleshoot basic networking and connectivity issues including Wi-Fi, VPN access, DNS/DHCP client-side troubleshooting, printer connectivity, and peripheral support; escalate complex infrastructure issues to Tier 2 teams with detailed documentation
• Assist with workstation setup, device deployment, asset inventory tracking, and user onboarding/offboarding support; help maintain endpoint standards and security practices across the organization
• Promote strong customer service through professional communication, timely follow-up, and user-focused problem resolution; assist with user training, knowledge base documentation, and security awareness guidance

The Ideal Candidate Will

• Have 1–3 years of experience in technical support, help desk, or customer-facing IT roles; entry-level candidates with strong hands-on technical aptitude, certifications, or relevant coursework are encouraged to apply
• Demonstrate strong troubleshooting skills across Windows 10/11 environments, Microsoft 365 applications, printers, mobile devices, and endpoint hardware
• Be comfortable supporting users in both onsite and remote environments using tools such as ScreenConnect, Quick Assist, or equivalent remote support platforms
• Understand foundational networking concepts including TCP/IP, DNS, DHCP, Wi-Fi connectivity, and VPN troubleshooting; recognize when to escalate more advanced networking or infrastructure issues
• Have working knowledge of Microsoft Entra ID and Active Directory including password resets, MFA enrollment, account lookups, and basic user account administration
• Demonstrate strong customer service and communication skills; remain calm, professional, and patient while assisting users of varying technical ability
• Be highly organized with strong documentation habits; maintain accurate ticket updates, resolution notes, and escalation details within the ITSM platform
• Understand the importance of cybersecurity and HIPAA awareness in a healthcare and senior living environment; assist users with MFA, phishing awareness, and secure IT practices
• Bring a proactive, team-oriented mindset with a willingness to learn and grow within IT operations and infrastructure support

Preferred Qualifications

• CompTIA A+ certification strongly preferred; Microsoft 365 Fundamentals (MS-900), ITIL Foundation, or similar certifications are a plus
• Experience with Microsoft Intune, endpoint management, or basic scripting/PowerShell exposure preferred
• Experience supporting users in healthcare, senior living, or multi-site environments is beneficial