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