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. 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. What you’ll do Frontline Technical Support Respond to incoming requests and tickets, providing timely support for common issues such as: Password resets, MFA prompts, account lockouts, access issues Teams/Outlook/OneDrive/SharePoint basics New user setup questions and general “how do I” support 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. Respond to incoming requests and tickets, providing timely support for common issues such as: Password resets, MFA prompts, account lockouts, access issues Teams/Outlook/OneDrive/SharePoint basics New user setup questions and general “how do I” support Basic Windows troubleshooting, performance checks, and software issues Password resets, MFA prompts, account lockouts, access issues Teams/Outlook/OneDrive/SharePoint basics New user setup questions and general “how do I” support 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. 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. 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: Basic laptop setup and application installation Troubleshoot common device issues (slow performance, missing apps, profile sync issues) Coordinate replacements, shipping, returns, and inventory tracking as assigned Support wipe/reset workflows and device compliance troubleshooting using defined procedures (escalate if advanced). Support day-to-day endpoint needs: Basic laptop setup and application installation Troubleshoot common device issues (slow performance, missing apps, profile sync issues) Coordinate replacements, shipping, returns, and inventory tracking as assigned Basic laptop setup and application installation Troubleshoot common device issues (slow performance, missing apps, profile sync issues) 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. 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. 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.