Desktop Support Technician I

About the role

Headquartered in Nashville, Tennessee, Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a seven-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand. At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives. Ncontracts is seeking a skilled and detailed oriented Desktop Support Level 1 technician to join our Corporate IT team. As a Desktop Support Level 1 technician, you will provide front-line technical support to end users, resolving hardware and software issues on desktop computers, laptops, and other devices. Key responsibilities include diagnosing and troubleshooting problems, assisting with password resets, software installations, and basic network connectivity issues. The technician should have a strong understanding of operating systems like Windows and MacOS, as well as common office applications. Additional duties involve setting up and configuring new computers, maintaining accurate records of support activities, and escalating complex issues to higher-level support or relevant departments. Excellent communication skills are essential, as the technician often guides users through step-by-step solutions and ensures a positive support experience. This role requires patience, attention to detail, and a commitment to delivering effective, timely solutions to maintain productivity and minimize downtime. This role has a travel requirement of maintaining the Nashville HQ office and meeting with the team 2-4 times per year. Priorities can often change in a fast-paced environment like ours, so this role includes, but is not limited to, the following responsibilities: YOU WILL Act as the first point of contact for all technical issues, aiming to resolve most tickets at the initial point of contact. Use available tools to troubleshoot issues related to Windows, macOS, Microsoft 365, network connectivity, and common hardware problems. Route unresolved tickets to the appropriate internal IT departments, maintaining clear and timely communication with users. Clarify and refine customer requests to ensure an accurate understanding of their needs, translating them into effective solutions. Provide seamless support for cloud environments, focusing on Azure Active Directory, Microsoft 365 apps (Exchange, Teams, SharePoint), and basic AWS service access. Perform Windows installations as a core requirement, using Intune and Autopilot for device provisioning, deployment, and management. Ensure endpoint security using Defender for Microsoft 365 Plan 1, following company protocols for device protection and compliance. Provide guidance on secure device setup, initial login, and ongoing usage, especially during device deployment or device refresh. Manage the end-to-end computer refresh process, including shipping new laptops, scheduling refresh meetings, and providing login instructions to users. Coordinating returns, which may involve creative strategies to recover devices from users. Unpacking, wiping, and processing returned laptops to determine whether to keep or recycle them. Communicate effectively with users throughout the computer refresh process, ensuring clear instructions and timely follow-up. Manage Microsoft 365 services, including user and license management, security settings, and compliance configurations. Administer Azure resources, such as configuring virtual networks, managing virtual machines, and maintaining security protocols. Troubleshoot and resolve issues within Microsoft 365 (e.g., Teams, SharePoint) and Azure AD, ensuring optimal performance and security. Track and manage IT hardware inventory with precision, using asset management systems (e.g., Microsoft Endpoint Manager). Perform regular audits to ensure accurate asset tracking, reflecting changes from new deployments, returns, and decommissioning. Providing real-time reporting on inventory levels, usage trends, and lifecycle management-inventory metrics are critical for success in this role. Use PowerShell scripting to automate routine tasks like user account creation, password resets, system checks, and reporting. Support small admin projects that enhance system efficiency, such as group policy setups, DNS adjustments, and basic network diagnostics. Maintain detailed, user-friendly

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