Help Desk Level I Technician

This onsite role offers an excellent opportunity to develop technical skills in a supportive and growth- oriented environment. Key Responsibilities: -Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk ticketing system.-Provide timely and accurate solutions to technical issues related to Microsoft 365 (M365) applications, including but not limited to Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.-Diagnose and troubleshoot software and hardware issues, ensuring problems are resolved efficiently and effectively.-Escalate unresolved issues to the appropriate IT teams or Level 2 support personnel as needed, while maintaining ownership of the issue until resolution.-Assist in the setup, configuration, and maintenance of M365 accounts, including user permissions, email distribution lists, and security settings.-Educate end-users on basic M365 functionalities, best practices, and self-help resources to encourage user empowerment and minimize recurring issues.-Document all helpdesk interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records and enable knowledge sharing.-Follow established processes and procedures for incident management, problem resolution, and service request fulfillment.-Collaborate with IT colleagues and other departments to identify and implement continuous improvements to enhance service delivery and customer satisfaction.