Level 1 Technician

3+ years of help desk experience4+ years of customer support experienceStrong working knowledge of Microsoft Windows desktop operating systemsActive Directory administration (account activation, security groups)TCP/IP, DHCP, DNS fundamentalsMicrosoft 365 / Outlook administration and troubleshootingGoogle Workspace / Gsuite administrationMAC OS supportHardware troubleshooting (drives, ports, cables, peripherals)Print server and printer troubleshooting including spooler issuesConnectWise or comparable PSA/ticketing system experienceFile and folder permissions managementStrong written and verbal English communicationAvailable for on-call rotation and occasional weekend workBachelor's degree or equivalent experience The Level 1 Technician is the front line of our service desk. You will answer inbound calls, respond to tickets, and resolve common issues across Microsoft 365, Active Directory, networking, and hardware. You will escalate what you cannot resolve and learn from every escalation.Your responsibilities include:Answering Service Desk calls and responding to inbound ticketsLogging all work in ConnectWiseManaging tickets and escalating to the Help Desk Manager when neededActivating Active Directory accounts and maintaining security groupsResolving hardware issues including hard drive, port, and cable problemsManaging enterprise antivirus, updates, and virus removalSupporting Windows desktop operating systemsTroubleshooting Outlook and Google Workspace emailTroubleshooting internet connectivity issuesManaging print servers and resolving printer and spooler issuesSupporting MAC OS environmentsManaging file and folder permissionsProducing procedural documentation and maintaining the knowledge baseSpotting trends and identifying systemic issues across ticketsParticipating in on-call rotation including occasional weekendsSuccess is measured by ticket resolution quality, documentation completeness, and customer satisfaction. Mindcore Technologies is a national Technology Service Provider headquartered in Boca Raton, Florida. We deliver end-to-end technology solutions including Managed IT, Cybersecurity, Cloud Infrastructure, and Compliance IT to clients across regulated industries.What makes us different is our commitment to understanding each client's business and putting smart processes in place to ensure reliability, security, and partnership. We are a fast-growing boutique technology services company that invests in our people.You will join a service desk team that values documentation, clear escalation paths, and continuous improvement. The growth path from L1 to L2, engineer, and beyond is real and structured. Base salary plus performance bonusesPaid time off and parental leaveReferral programStructured growth path from L1 to L2 and beyondDirect exposure to modern cybersecurity tooling and AI-driven automationCollaborative work environment CompTIA A+, Network+, or Security+ certificationMicrosoft 365 certificationsPrior Managed Service Provider (MSP) experienceEnterprise antivirus platform experienceSLA management and service call tracking