Level 1 IT Support (Remote – United States)

About the role 

The Level 1 IT Support role is the frontline support function for Tidal. This role handles day-to-day employee technology needs, resolves common issues quickly, and ensures tickets are properly documented and routed when escalation is needed.

Level 1 Support is critical to keeping the organization productive by providing fast, friendly, and consistent support across Microsoft 365, endpoints, and core SaaS applications—while continuously improving documentation and repeatable processes.

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Work Rhythm & Availability

· Standard working hours: 9:00 AM – 5:00 PM ET, with consistent responsiveness via Teams, email, and the ticketing system.

· Maintain a professional remote environment, reliable connectivity, and secure access using approved devices, VPN, and MFA.

· Manage incoming requests steadily, provide clear updates to users, and escalate appropriately when needed.

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What you’ll do

Frontline Technical Support

· Respond to incoming requests and tickets, providing timely support for common issues such as:

o Password resets, MFA prompts, account lockouts, access issues

o Teams/Outlook/OneDrive/SharePoint basics

o New user setup questions and general “how do I” support

o Basic Windows troubleshooting, performance checks, and software issues

· Troubleshoot and resolve issues related to Microsoft 365, endpoint devices, VPN connectivity, printers/peripherals, and basic networking (Wi-Fi, DNS basics, connectivity).

· Identify recurring issues and flag patterns to the IT Manager / Level 2 for deeper investigation.

User Provisioning & Access Requests (Standard Scope)

· Perform standard onboarding/offboarding tasks using defined checklists and processes.

· Assist with account creation requests, group membership, app access requests, and role changes per documented approvals/workflows.

· Escalate any request requiring elevated access, security review, or non-standard configuration.

Ticket Handling & Documentation

· Own tickets from intake through resolution when within Level 1 scope; escalate cleanly when outside scope.

· Document symptoms, steps taken, resolution, and user communication in the ticketing system.

· Maintain and contribute to internal documentation in Notion (FAQs, walkthroughs, onboarding steps, common fixes).

· Help improve ticket categories, routing, and intake questions to reduce back-and-forth.

Device, Hardware & Endpoint Support

· Support day-to-day endpoint needs:

o Basic laptop setup and application installation

o Troubleshoot common device issues (slow performance, missing apps, profile sync issues)

o Coordinate replacements, shipping, returns, and inventory tracking as assigned

· Support wipe/reset workflows and device compliance troubleshooting using defined procedures (escalate if advanced).

Customer Service & Communication

· Provide a high-quality support experience: friendly, clear, calm, and professional.

· Keep users informed with concise status updates and realistic expectations.

· Translate technical steps into plain language for non-technical staff.

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Professional Values

· Ownership: Follow through on assigned tickets, communicate clearly, and don’t let things stall.

· Consistency: Use checklists and documented processes; reduce “tribal knowledge.”

· Customer mindset: Be helpful and patient; make the experience smooth for end users.

· Continuous improvement: Write down fixes, improve docs, and help reduce repeat issues over time.

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Qualifications

· 1–3+ years of IT support experience (help desk / desktop support / MSP experience welcome).

· Comfortable supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) at a user-support level.

· Familiarity with Windows troubleshooting (drivers, updates, common app issues).

· Basic understanding of identity concepts (SSO, MFA) and access management workflows.

· Strong written and verbal communication skills.

· Experience working in a ticketing system and documenting work clearly.

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Preferred Skills

· Familiarity with endpoint management tools (MDM tools such as Rippling, or similar).

· Experience supporting common SaaS apps (Okta-like SSO environments, HRIS, finance tools, etc.).

· Basic networking knowledge (Wi-Fi, VPN, DNS basics).

· Comfort building lightweight documentation/how-tos in Notion or similar tools.