L1 Help Desk Lead
At a glance
Senior IT Support & Helpdesk role at RTS. Remote, United States · full-time · no salary stated · we estimate $104,988–$145,150 across the United States.
RTS has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Take first-line questions from users by phone, email and ticketing systems, then resolve issues or service requests
- Fix account problems in Active Directory and Microsoft Entra ID, including password changes, lockouts and group access
- Help users with Outlook, Teams, SharePoint and OneDrive, and provide basic Microsoft 365 administration support
- Record and monitor incidents in ServiceNow, keeping users informed and passing advanced cases to L2+ engineers
- Follow support procedures and add to internal guides such as knowledge-base articles
What you bring
- At least one year in an IT help desk or technical support role
- Working familiarity with Active Directory, Microsoft 365 and ServiceNow or a similar ticketing platform
- Clear customer communication, comfort following procedures and collaborating with remote teammates
- Ability to write and maintain support documentation
Who this fits
This remote U.S. role suits someone building experience in IT support and cloud administration. You’ll work under senior staff on Microsoft 365 tasks and route more advanced issues to L2+ engineers.
From the employer
Position Summary
As an L1 Help Desk Lead, you will serve as the first line of technical support—helping end users resolve issues related to Microsoft 365, account access, devices, and service requests. You’ll work with tools such as Active Directory, Microsoft Entra ID, Microsoft 365 Admin Center, and ServiceNow. This role is perfect for someone looking to gain hands-on experience in a fast-paced MSP environment and build a strong foundation in IT support and cloud administration.
Key Responsibilities
• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems.
• Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation.
• Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments).
• Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers.
• Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles).
• Maintain clear, professional communication with end users throughout the support process.
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Preferred Exposure or Willingness to Learn
• Microsoft 365 Admin Center: license checks, mailbox management, Teams administration.
• Intune / Endpoint Manager: basic understanding of device compliance and enrollment troubleshooting.
• Conditional Access & Security: awareness of security controls and when to escalate issues.
• SharePoint/Teams Migrations: basic troubleshooting during cloud storage transitions.
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Qualifications
• 1+ year of IT Help Desk or technical support experience.
• Familiarity with Active Directory, Microsoft 365, and ServiceNow (or similar platforms).
• Strong communication and customer service skills.
• Ability to follow processes and collaborate effectively with remote teams.
• Eagerness to learn and grow in cloud administration and endpoint security.
• Ability to create and maintain documentation (e.g., KB articles).
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