The level one HDSR is the first contact the customer has with our support organization, therefore, they must have excellent verbal and written skills.

The engineer will have the following daily duties:

Answer phone calls and monitor emails that come into the support queues, open trouble tickets, and then begin working on the issue. If issues are not within the following list of tasks the ticket should be escalated to the next support level.

Support Tasks:

  • Adds, Changes, and Deletes to user accounts in Active Directory
  • Adds, Changes, and Deletes to user accounts in Office 365
  • Changes to Login Scripts
  • Printer and Print Server Issues
  • Changes to Network Shares and Users Access Issues
  • Help Desk issues
  • Outlook 2013 and higher (RPC over HTTPS)
  • Outlook Web Access
  • Microsoft Word 2013 and higher
  • Offline Files and Folders Setting
  • Windows 7 and 10 Profiles
  • VPN Setup and Trouble Shooting
  • DHCP and DNS Trouble Shooting
  • Windows 7 & 10 Domain Issues
  • General Network Connectivity issues
  • Customer Firewall Policy Changes
  • Update Customer Documentation


We are looking for applicants who are Technical in nature and possess the following skillsets/traits with no less than 2 years’ experience.

  • 2 years of corporate help desk or customer service experience
  • Excellent Written and Verbal Communications Skills
  • 2-year Technical Degree or higher
  • Excellent working knowledge of Microsoft Office (Word, Excel, Outlook, Visio)
  • Working knowledge of DHCP, DNS and LAN Topologies
  • Working knowledge Windows Active Directory
  • Excellent customer service skills

*Certifications are not required, but are preferred*