IT Service Desk Associate

Overview

The IT Service Desk L1 is the first point of contact for IT-related incidents and service requests, handling basic hardware, software, and network issues, escalating complex problems, and delivering excellent customer service.

What you'll do

• Provide first-level technical support to end users for IT-related issues and service requests.
• Manage and maintain IT assets and user access within a secure workspace.
• Log, categorize, prioritize, and track support tickets through the IT ticketing system.
• Troubleshoot hardware, software, operating system, application, and network connectivity issues.
• Assist users with password resets, account unlocks, software installations, and basic application support.
• Escalate unresolved or complex technical issues to the L2 support team with complete documentation and troubleshooting details.
• Maintain accurate documentation of IT procedures, knowledge articles, and issue resolutions.
• Educate users on IT best practices and common troubleshooting techniques.
• Participate in on-call support rotations as required.
• Contribute to continuous improvement initiatives to enhance service desk operations and user satisfaction.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, or a related discipline (or equivalent practical experience).
• Good understanding of Windows and macOS operating systems.
• Working knowledge of Google Workspace, Google Administration, and common business applications.
• Basic understanding of networking concepts such as TCP/IP, DNS, and VPN.
• Strong troubleshooting and analytical skills with the ability to diagnose technical issues efficiently.
• Excellent verbal and written communication skills with a customer-first approach.
• Ability to work independently as well as collaboratively in a team environment.

Nice to have

• ITIL Foundation certification or equivalent IT Service Management certification.
• Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management.
• Familiarity with remote desktop support tools and remote troubleshooting techniques.

Details

• Participation in on-call support rotations as required.
• Visa sponsorship or transfer is not available at this time.