Tier 1 IT Desk Specialist (Service Desk, Multi-Company Support)

Tier 1 IT Desk Specialist (Service Desk, Multi\-Company Support) **Location:** \[Remote / Hybrid / On\-site] \| **Type:** Full\-time \| **Reports to:** \[IT Manager] **Pay:** $60K\-$85K About the role You will be the first point of contact for IT across a family of organizations: a multi\-site behavioral health group, an electrical contractor, a therapy\-services company and our own corporate team. One day is a clinician locked out of email. The next is a new\-hire mailbox, a phishing report or a vendor question. We run an AI\-assisted service desk. Our automation platform, Guardian, already handles routine work such as noise triage, mailbox provisioning and deprovisioning, and pipeline alerts. Your job is to be the human in the loop. You check its work, catch what it can't, make the judgment calls and keep the queue healthy. What you'll do * Monitor and triage the IT queue in Freshdesk. Classify, prioritize, assign and set the right client and ticket type on every ticket. * Give first response quickly and communicate clearly with non\-technical users, including clinicians, office staff and HR. * Resolve common issues: password resets, MFA problems, account lockouts, Outlook and Teams issues, mailbox access, licensing, printers and peripherals, Wi\-Fi and VPN, and endpoint problems. * Process HR\-driven onboarding and offboarding requests. Verify accounts, licenses, group membership and mailbox handling, and confirm that what the automation did is correct. * Review Microsoft 365 security digests (phish, spam, malware) and user\-reported suspicious email. Escalate real threats promptly. * Work with our AI automation. Review its outputs, flag misclassifications, write clear bug reports, and turn repeat tickets into candidates for new automation. * Write and maintain knowledge\-base articles and runbooks so the next ticket, and the next person or AI agent, can resolve it faster. * Follow HIPAA\-minded handling of sensitive data. Never put patient information in tickets, chats or screenshots. Skills and platforms to be familiar with **Core (required or strongly preferred)** * **Microsoft 365 administration:** Exchange Online, Outlook, Teams, SharePoint and OneDrive, licensing, shared mailboxes and distribution groups. * **Identity:** Microsoft Entra ID (Azure AD), MFA and conditional access basics, password and lockout workflows. * **Windows 10/11 support** and basic macOS. Familiarity with Intune or endpoint management is a plus. * **Ticketing:** Freshdesk or similar (ServiceNow, Zendesk, ConnectWise, Halo). SLAs, queues, canned responses, knowledge bases. * **Networking fundamentals:** DNS, DHCP, Wi\-Fi, VPN, basic firewall and ISP troubleshooting. * **Email security awareness:** phishing triage, spam and malware reports, Microsoft Defender basics. * **Remote support tools and hardware:** printers, peripherals, laptops, phones and softphones. **Nice to have** * Password and secrets managers such as Keeper. * HRIS integrations such as Bam