Xtreme Solutions Inc · 5 hours ago
Level I Help Desk Technician
Atlanta, GA
Full-time
Onsite
New Grad, Entry Level
$45K/yr - $55K/yr
0+ years expXtreme Solutions Inc is a Managed Service Provider and Managed Security Service Provider. The Level 1 Help Desk Technician serves as the frontline of technical and cybersecurity support, responsible for troubleshooting and resolving common IT and security-related issues while ensuring proper documentation and escalation of incidents.
Cyber SecurityInformation Technology
Responsibilities
Serve as the first point of contact for customer support requests via ticketing system, phone, and email
Troubleshoot and resolve Level 1 issues related to:
User accounts, passwords, and multi-factor authentication (MFA)
Email and collaboration platforms (Microsoft 365)
Workstations, laptops, and mobile devices
Printers, VPN access, and basic network connectivity
Provide remote support using XSI-approved RMM and remote access tools
Follow documented runbooks, standard operating procedures (SOPs), and security guidelines
Create, update, and manage support tickets with accurate documentation, actions taken, and resolution details
Escalate unresolved or complex issues to Level 2 or Level 3 engineers following established escalation procedures
Assist with user onboarding and offboarding, including device setup, access provisioning, and account deactivation
Support routine maintenance tasks such as patching, endpoint health checks, and system monitoring
Respond to basic security alerts and events in accordance with XSI security procedures
Assist with account lockouts, suspicious login activity, and endpoint security notifications
Perform identity verification prior to making any access, account, or security-related changes
Follow incident response and escalation protocols for suspected security incidents or insider threats
Maintain accurate documentation of customer environments, configurations, and recurring issues
Adhere to XSI security policies, access controls, and least-privilege principles
Support customer compliance requirements (e.g., NIST, CMMC, HIPAA, CJIS, or other regulatory frameworks) as applicable
Deliver professional, clear, and courteous communication to customers at all times
Set appropriate expectations regarding issue resolution and escalation timelines
Represent XSI’s values of accountability, security, and technical excellence
Qualification
Required
0–2 years of experience in IT support, help desk, or technical customer service
Microsoft 365: 1 year (Required)
Ability to pass background screening as required by customer contracts
Understanding of confidentiality and secure handling of sensitive customer data
Willingness to comply with strict access control, identity verification, and security procedures
Strong troubleshooting and analytical problem-solving abilities
Excellent written and verbal communication skills
Ability to follow procedures, document work thoroughly, and escalate appropriately
Customer-service mindset with strong attention to detail and professionalism
Basic understanding of Windows and macOS operating systems
Basic understanding of Microsoft 365 (Exchange Online, Entra ID/Azure AD, Teams, SharePoint)
Basic understanding of endpoint security concepts (antivirus, EDR, MFA)
Basic understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
Familiarity with ticketing systems and remote support tools
Preferred
Relevant certifications preferred but not required: CompTIA ITF+, A+, Network+, or Security+
Microsoft Fundamentals (MD-102, MS-900, SC-900)
IT support: 1 year (Preferred)
Willingness to travel: 25% (Preferred)
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance
Company
Xtreme Solutions Inc
Xtreme Solutions, Inc.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase