Help Desk Technician Level I

Xtreme Solutions Inc (XSI) is an MSP/MSSP serving customer environments with a focus on accountability, security, and technical excellence. As a Level 1 Help Desk Technician in Atlanta, you’ll be part of a team that supports frontline IT and cybersecurity needs through structured processes, documented procedures, and clear escalation paths. The role is onsite at 2859 Paces Ferry Rd. SE, Atlanta, GA 30339, Monday through Friday with flexibility based on customer needs.

What you’ll get

• $45,000 to $55,000 annually (commensurate with experience)
• 401(k) with 401(k) matching
• Health, dental, vision insurance
• Health savings account (HSA)
• Life insurance
• Paid time off
• Employee assistance program
• Professional development assistance
• Tuition reimbursement
• Referral program
• Retirement plan

Responsibilities

You’ll serve as the first point of contact for customer support requests using a ticketing system, phone, and email. Work includes triaging and resolving common Level 1 issues, with remote support provided through XSI-approved RMM and remote access tools. You’ll follow runbooks, SOPs, and XSI security guidelines, and maintain accurate documentation of actions taken and resolution details.

• Manage support tickets by creating, updating, and documenting customer issues with accurate resolution information
• Troubleshoot Level 1 issues involving user accounts, passwords, and multi-factor authentication (MFA)
• Support email and collaboration platforms including Microsoft 365
• Troubleshoot problems with workstations, laptops, and mobile devices
• Assist with printers, VPN access, and basic network connectivity
• Respond to basic security alerts and events and assist with account lockouts, suspicious login activity, and endpoint security notifications
• Perform identity verification before access, account, or security-related changes
• Support incident response and escalation for suspected security incidents or insider threats
• Assist with customer onboarding/offboarding, including device setup, access provisioning, and account deactivation
• Support routine maintenance such as patching, endpoint health checks, and system monitoring
• Escalate unresolved or complex issues to Level 2 or Level 3 engineers using established escalation procedures
• Deliver professional, clear, and courteous communication while setting appropriate expectations for resolution and escalation timelines

Requirements

• 0–2 years of experience in IT support, help desk, or technical customer service
• Experience: 1 year (Required) for IT
• High school or equivalent (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 understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi)
• Familiarity with ticketing systems and remote support tools
• 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
• 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
• Relevant certifications preferred but not required: CompTIA ITF+, A+, Network+, or Security+
• Ability to commute to Atlanta, GA 30339 (Required)

Technologies you’ll work with

• Microsoft 365, Exchange Online, Entra ID/Azure AD, Teams, SharePoint
• MFA, RMM, Windows, macOS
• DNS, DHCP, VPN, Wi-Fi
• Antivirus, EDR
• CompTIA ITF+, CompTIA A+, CompTIA Network+, CompTIA Security+
• MD-102, MS-900, SC-900
• Ticketing systems, remote access tools

Compliance and security focus

You’ll support customer compliance requirements as applicable, including NIST, CMMC, HIPAA, CJIS, or other regulatory frameworks, while adhering to XSI security policies, access controls, and least-privilege principles.

Work location: In person. Work hours: Monday to Friday, 9 AM to 5 PM (flexibility with customer needs).