About Layer27 Layer27 is a managed IT services and security provider (MSP/MSSP) based in Durham, NC, serving businesses in healthcare, legal, and professional services. We take a security-first, cloud-forward approach to everything we do. Our team leverages AI-powered automation to drive faster resolutions, improve documentation, and eliminate repetitive work. This isn't break-fix IT—we deliver proactive, strategic services that let our clients focus on running their business. About the Role We are looking for a Level 1 Help Desk Technician to join our Managed Services team. This role is your first point of contact for our clients—you’ll own the initial support experience and set the tone for how our clients perceive Layer27. Speed, communication, and follow-through matter here. The ideal candidate has a strong foundation in Microsoft 365 administration—not just end-user support, but real admin-level comfort with Exchange Online, SharePoint, Teams, OneDrive, Entra ID, Conditional Access, and Intune. You should be able to troubleshoot mail flow issues, manage user licensing, configure basic security policies, and support hybrid environments where on-premises Active Directory syncs to the cloud. As an MSP technician, you will support multiple clients across different industries simultaneously. This requires strong multitasking skills, the ability to context-switch without dropping details, and a genuine commitment to clear, timely communication. If a client reaches out, they should hear back quickly—and they should understand exactly what’s happening with their issue. Key Responsibilities Microsoft 365 Administration & Support •       Serve as the primary support resource for Microsoft 365 issues including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Intune. •       Manage user accounts, licensing, distribution groups, shared mailboxes, and mail flow rules in the Microsoft 365 Admin Center and Exchange Admin Center. •       Troubleshoot email delivery issues, calendar delegation, mailbox permissions, and Outlook client connectivity with confidence and urgency. •       Support Intune device enrollment, compliance policies, and application deployment for Windows and mobile endpoints. •       Assist with SharePoint site permissions, OneDrive sync issues, and Teams configuration including channels, guest access, and meeting policies. •       Support Conditional Access policies, Multi-Factor Authentication (MFA) enrollment, and Entra ID security defaults under the direction of senior engineers. End-User Support & Ticket Management •       Provide fast, professional remote support for end-user issues across workstations, printers, VPN, and standard business applications. •       Manage tickets and service requests in HaloPSA with thorough documentation of all troubleshooting steps, client communication, and resolution details. •       Own your ticket queue—respond to new tickets promptly, keep clients updated proactively, and escalate to Level 2 when an issue exceeds your scope with clear context on what you’ve already tried. •       Monitor and respond to alerts from NinjaOne RMM, taking proactive action on endpoint health, patching status, and service disruptions before clients are impacted. Hybrid Environment Basics •       Understand the fundamentals of Active Directory (user accounts, group memberships, password resets, OU structure) and how it integrates with Entra ID via Azure AD Connect. •       Support basic hybrid scenarios such as password sync issues, account provisioning, and group membership changes that flow between on-premises AD and Microsoft 365. •       Escalate complex hybrid identity, Azure, or infrastructure issues to Level 2 with proper documentation. Communication & Process •       Communicate with clients clearly and promptly—explain issues in plain language, set realistic expectations, and follow up without being asked. •       Follow established SOPs and runbooks while also identifying opportunities for improvement and contributing ideas for efficiency. •       Leverage AI tools and prompt engineering to enrich ticket documentation, automate repetitive tasks, and deliver faster resolutions. Technologies You’ll Work With Microsoft 365 & Cloud (Primary Focus) •       Microsoft 365 Admin Center, Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business •       Microsoft Intune (device enrollment, compliance, app deployment) •       Entra ID (formerly Azure AD): user management, Conditional Access, MFA, security defaults •       Microsoft Defender for Business, Defender for Office 365, Microsoft Purview basics Identity & Hybrid Infrastructure •       Active Directory fundamentals (user/group management, GPO awareness, password administration) •       Azure AD Connect / Entra Connect Sync (basic understanding of hybrid identity sync) •       Windows Server 2019/2022 (basic familiarity for escalation context) Security & Compliance •       ThreatLocker Application Control •       Conditional Access policies and Zero Trust principles •       MFA administration and troubleshooting Tools & Platforms •       HaloPSA (ticketing, time tracking, client communication) •       NinjaOne RMM (remote access, scripting, endpoint monitoring) •       Auvik (network monitoring awareness for alert triage) •       AI-driven knowledge retrieval and ticket enrichment tools

• Own all IT vendor relationships and contracts • Lead implementation of enterprise tools ( e.g. Arctic Wolf, firewall, VPN, EDR, etc ) • Prepare for and maintain healthcare compliance ( e.g. HIPAA, SOC 2 Type II, HITrust, etc ) • Lead security incident response and security operations • Lead IT asset tracking • Provide IT support • Create and maintain clear documentation and processes

- Monitor and support network and infrastructure stability. - Coordinate with Lanworks on firewall and server issues. - Escalate complex incidents as needed. - Support Domain Controller administration. - Maintain File Server, Database Server, and Remote Desktop systems. - Perform routine system monitoring and maintenance. - Manage Microsoft 365 users, licenses, and SharePoint access. - Coordinate licensing requests with IT Weapons Inc. - Provide daily support for MedaPlus and Bos+. - Troubleshoot C# and legacy Visual FoxPro components. - Resolve production issues during business hours. - Support telecom systems and office hardware. - Coordinate printer and fax services with vendors. - Provide user support for hardware, software, and internet issues. - Escalate high-impact issues when necessary. - Execute setup and removal of user accounts, devices, and access. - Follow documented security procedures.

• Lead IT Support for a remotely distributed workforce through implementing ITSM best practices • Fully manage the installation, configuration, and maintenance of physical and virtual assets and serve as the go-to IT resource for company employees • Manage onboarding and off-boarding processes of employees, including computer/hardware procurement, setup, and account provisioning on Apple and Windows Devices. • Create accurate and clear technical, security, and HIPAA-related documentation, develop support playbooks and process governance, own data flow maps and systems inventory • Build and maintain vendor relationships, including tracking vendors, contract terms, security requirements, Business Associate Agreements (BAAs) maintenance, and policies • Oversee and manage the organization's security strategy and initiatives to protect its assets, employees, and stakeholders and ensure compliance with industry standards and regulations • Conduct regular risk assessments to identify potential security and HIPAA vulnerabilities, develop mitigation plans, and lead the response to security incidents, coordinating efforts to minimize impact and recover from breaches • Develop and test business continuity and disaster recovery plans • Own and support the IT, security, and data infrastructure required to maintain HIPAA compliance across the organization as required under HIPAA Security and Privacy Rules • Partner with Legal, People, Operations, and Engineering to ensure appropriate safeguards are in place for the protection of PHI and other sensitive data • Support internal and external audits, security questionnaires, and customer due diligence related to HIPAA and data protection practices • Develop and deliver employee security and HIPAA awareness training in partnership with People Ops and Legal • Assist in investigation and response to potential security or privacy incidents involving PHI, including documentation and remediation tracking • Continuously improve controls and processes to strengthen Sana’s security posture and ensure ongoing HIPAA compliance as the organization scales