Help Desk Technician Level 1

About the Role: At Certus, technology keeps everything moving, and our Help Desk Technicians are at the heart of it. In this role, you'll be the first line of support for our organization, solving real problems that help people do their best work every day. From diagnosing hardware issues to supporting Microsoft 365 and everything in between, you'll build hands-on experience across a broad tech stack in a collaborative, fast-paced environment. You'll start fully on-site to build relationships, learn our systems, and get up to speed with the team — then transition to a hybrid schedule of 3 days in-office and 2 days remote.   What You'll Do: •         Own the ticket queue — respond promptly, diagnose thoroughly, resolve accurately, escalate if necessary, and keep end-users informed every step of the way. •         Detail and track all work, communication, and time accurately in our ticketing system. •         Troubleshoot, diagnose, and repair desktops, laptops, smartphones, printers, virtual machines, Windows OS, Mac OS, Microsoft 365, Microsoft Entra, 3rd party software, and department-specific applications. •         Provide basic network-level support: LAN/WAN connectivity, routers, switches, and wireless. •         Install and configure computer hardware and software for