Job Title:  IT Help Desk Engineer 1

Why Tosca?

At Tosca, we power sustainable supply chains with innovative technology and a collaborative team. As an IT Help Desk Engineer I, you will be the first line of support for Tosca employees across North America, ensuring critical systems, access, and tools stay up and running. This visible, hands-on role supports team members at all levels, including executive leadership.

What You'll Do:

• Provide Tier 1 technical support to onsite and remote users through our help desk system (ManageEngine ServiceDesk Plus), phone, email, and chat.
• Troubleshoot hardware, software, network, and access issues, and escalate them when necessary.
• Manage user accounts in Active Directory (on-prem and Azure Entra ID), Microsoft 365, Teams Admin Center, and other enterprise systems.
• Build and deploy images for desktops and laptops; set up docking stations, monitors, and printers.
• Maintain knowledge base documentation and end-user support materials.
• Handle daily access requests, email group maintenance, and other routine IT tasks.
• Participate in IT projects, deployments, upgrades, and compliance activities.
• Support occasional off-hours requests while maintaining a high level of customer service and professionalism.

What We Are Looking For:

• Associate’s or bachelor’s degree in a technical discipline, or 1 to 3 years of hands-on technical support experience in a help desk or IT operations role
• Solid understanding of Windows and macOS operating systems
• Experience supporting Microsoft 365, including user accounts and applications
• Familiarity with IT ticketing systems, preferably ManageEngine ServiceDesk Plus
• Basic knowledge of mobile device management, MFA, and networking concepts
• Strong communication skills, including the ability to explain technical issues to non-technical users
• Detail-oriented with a commitment to documenting work and following up
• Ability to lift and relocate IT equipment weighing 5 to 15 pounds

Preferred Certifications: CompTIA A+, Network+, Microsoft, or ITIL

Work Schedule

This is a hybrid role. You will work remotely on Mondays and Fridays and be in the office on Tuesdays through Thursdays at our Midtown Atlanta location in the Colony Square building. Company-paid parking is provided.

Our Commitment to Equal Opportunity

At Tosca, we believe in fostering a workplace where everyone is treated with respect and dignity. We are an equal opportunity employer, dedicated to creating an inclusive and equitable environment where all qualified applicants are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

E-Verify Employer

Tosca participates in the E-Verify program to confirm the employment eligibility of all newly hired employees. For more information, please visit the E-Verify website.