IT Service Desk Support - Level 1

Responsibilities

• Answer incoming calls, emails, chats, portal requests, and assigned Zendesk tickets, providing first‑line troubleshooting and issue resolution.
• Create, categorize, prioritize, assign, and document incidents and service requests accurately in Zendesk in accordance with defined SLA and queue standards.
• Provide Level 1 support for Microsoft 365, common business applications, end‑user hardware, peripherals, printers, and standard connectivity issues.
• Perform approved Active Directory and identity tasks such as password resets, account unlocks, and basic access provisioning within documented procedures.
• Set up and support desktops, laptops, mobile devices, and peripherals when assigned, including remote or onsite troubleshooting as appropriate.
• Maintain clear, professional customer communication throughout the ticket lifecycle, including status updates, information requests, resolution confirmation, and closure notes.
• Escalate unresolved or out‑of‑scope work to Level 2 or the Service Desk Team Lead/designated Escalation Point with complete troubleshooting history, impact evidence, and a clear next‑action request.
• Route monitoring, alerting, patching, preventative‑maintenance, backup/DR, or other NOC‑owned activities through the established Service Desk‑to‑NOC workflow when required.
• Follow documented shift‑handover procedures so open work, customer commitments, next actions, and escalations remain visible across 24×7 coverage.
• Adhere to security, data‑protection, access‑control, documentation, and customer‑specific support requirements.
• Create or improve knowledge‑base content and standard procedures when repeatable solutions or documentation gaps are identified.
• Perform other approved Service Desk duties within Level 1 scope as business needs require.

Education

High school diploma or equivalent required; associate degree in Information Technology, Computer Science, or a related technical field preferred. Equivalent relevant technical training, certifications, and professional experience will be considered.

Knowledge & Experience

• 1+ years of experience in a service desk, help desk, desktop support, or technical support role preferred.
• Basic understanding of SLAs, ticket workflows, incident prioritization, queue ownership, and customer communication.
• Familiarity with Windows desktop operating systems, Microsoft 365, Active Directory, and basic networking concepts including Wi‑Fi, LAN/WAN, DNS, DHCP, and VPN connectivity.
• Experience with ticketing or ITSM platforms; Zendesk experience is preferred.
• Ability to troubleshoot common end‑user hardware, software, printer, application, and connectivity issues using documented procedures.
• Strong customer‑service orientation with the ability to communicate technical concepts clearly to non‑technical users.
• Ability to document troubleshooting steps, outcomes, customer communication, and next actions accurately and consistently.
• Ability to manage multiple concurrent tickets and priorities in a 24×7, high‑volume support environment.

Preferred Certifications

• CompTIA A+
• CompTIA Network+ or CCNA
• ITIL Foundation
• Relevant Microsoft certifications

Work Conditions

• Supports a 24×7 staffed Service Desk; availability required for the employee’s assigned shift.
• Assigned schedules may include daytime, evening, overnight, weekend, and holiday coverage based on operational staffing requirements.
• Work arrangement may be remote, hybrid, or onsite based on assignment and operational requirements.
• Remote or hybrid assignments require a dedicated, professional workspace with reliable high‑speed internet and secure connectivity suitable for confidential business and customer support activities.
• Primarily computer‑based support work requiring extended use of ticketing, remote‑support, collaboration, and customer‑communication tools.