Help Desk Technician I

Xtreme Solutions Inc (XSI) supports MSP/MSSP customers with frontline help desk and cybersecurity assistance. As a Level 1 Help Desk Technician onsite in Atlanta, GA, you will help keep customer environments running by handling first contact support, troubleshooting common IT and security issues, and escalating when needed, all while following XSI procedures, SLAs, and security policies.

You will work as part of a team that values accountability, security, and technical excellence, using approved tools and clear documentation practices to ensure customers receive responsive, professional support.

What you’ll do

• Act as the first point of contact for support requests through the ticketing system, phone, and email.
• Handle Level 1 troubleshooting and resolution for issues involving user accounts, passwords, and MFA.
• Support Microsoft 365 problems, including email and collaboration platforms.
• Troubleshoot issues across workstations, laptops, and mobile devices.
• Assist with common needs such as printers, VPN access, and basic network connectivity.
• Provide remote support using XSI-approved RMM and remote access tools.
• Follow runbooks, SOPs, and security guidelines while working issues to completion.
• Create and maintain accurate support tickets, including actions taken and resolution details.
• Escalate unresolved or complex problems to Level 2 or Level 3 engineers using established escalation procedures.
• Support user onboarding and offboarding, including device setup, access provisioning, and account deactivation.
• Assist with routine maintenance such as patching, endpoint health checks, and system monitoring.
• Respond to basic security alerts and events according to XSI security procedures.
• Assist with account lockouts, suspicious login activity, and endpoint security notifications.
• Complete identity verification before making any access, account, or security-related changes.
• Follow incident response and escalation protocols for suspected security incidents or insider threats.
• Maintain documentation of customer environments, configurations, and recurring issues.
• Support customer compliance needs as applicable to NIST, CMMC, HIPAA, CJIS, or other regulatory frameworks.
• Communicate clearly and professionally, managing customer expectations around resolution and escalation timelines.

What you bring

• 0–2 years of experience in IT support, help desk, or technical customer service.
• Relevant certifications are preferred (not required): CompTIA ITF+, A+, Network+, or Security+.
• Relevant certifications are preferred (not required): Microsoft Fundamentals (MD-102, MS-900, SC-900).
• Basic understanding of Windows and macOS.
• Basic understanding of Microsoft 365 (Exchange Online, Entra ID/Azure AD, Teams, SharePoint).
• Basic understanding of endpoint security concepts (antivirus, EDR, MFA).
• Basic networking fundamentals: DNS, DHCP, VPN, Wi‑Fi.
• Familiarity with ticketing systems and remote support tools.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to follow procedures, document work thoroughly, and escalate appropriately.
• Customer-service mindset with attention to detail and professionalism.
• 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.

Schedule and location

• Location: 2859 Paces Ferry Rd. SE, Atlanta, GA 30339 (onsite)
• Work hours: Monday–Friday, 9 AM–5 PM (flexibility with customer needs)

Compensation

• Salary: $45,000–$55,000 per year (commensurate with experience)

Tools and technologies you’ll work with

Microsoft 365, Exchange Online, Entra ID/Azure AD, Teams, SharePoint, antivirus, EDR, MFA, DNS, DHCP, VPN, Wi‑Fi, RMM, remote access tools, Windows, macOS, ticketing systems, plus applicable compliance frameworks including NIST, CMMC, HIPAA, and CJIS.