L1 Help Desk Lead

Job not on LinkedIn

🕒 March 12

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

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Resolve Tech Solutions

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

Resolve Tech Solutions is a leading provider of digital transformation solutions specializing in SAP and ERP modernization, cloud services, and artificial intelligence. With over 25 years of experience, they help businesses integrate and modernize systems using their expertise in data engineering, big data analytics, and cybersecurity. Their services include SAP S/4HANA migration, cloud managed services across AWS, Azure, and Google Cloud, and implementation of Internet of Things technologies. Resolve Tech Solutions works with a range of industries including energy, retail, telecommunications, and government, offering end-to-end modernization projects to improve business intelligence and operational efficiency.

📋 Description

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems. • Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates. • Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive. • Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation. • Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments). • Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers. • Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles). • Maintain clear, professional communication with end users throughout the support process.

🎯 Requirements

• 1+ year of IT Help Desk or technical support experience • Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms) • Strong communication and customer service skills • Ability to follow processes and collaborate effectively with remote teams • Eagerness to learn and grow in cloud administration and endpoint security • Ability to create and maintain documentation (e.g., KB articles).

🏖️ Benefits

• Professional development opportunities • Flexible work arrangements