Customer-Focused IT Service Desk Engineer

Openkrill; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Openkrill seeks an L1 Service Desk Engineer to resolve incidents and requests at first contact, while maintaining clear communication and proper documentation. The role emphasizes triage accuracy, escalation with context, and learning from escalations to improve future support.

The candidate will work within ITIL-based processes, handle tickets with professionalism across channels, and contribute to service reliability and client confidence.

Qualifications

• 1–2 years minimum frontline technical support experience in IT environments.
• Able to troubleshoot common technical issues and explain solutions to non-technical users.
• Familiarity with ITSM workflows and incident lifecycle management.

Responsibilities

• Resolve incidents and service requests at first contact within L1 scope.
• Own tickets end-to-end or escalate with complete context.
• Provide clear communication of actions and next steps to clients.
• Contribute to queue health and service performance.
• Document resolutions and ensure knowledge is leveraged for future issues.
• Follow ITIL-based processes and escalate structured when beyond L1 scope.

Skills

Windows 10/11

M365 Core Apps

Networking basics

ITIL familiarity

ServiceNow

Remote support tools

Active Directory

Endpoint management

CompTIA A+

Education

CompTIA A+ certification

Tools

ServiceNow

Remote desktop software

Job description

Openkrill seeks an L1 Service Desk Engineer to resolve incidents and requests at first contact, while maintaining clear communication and proper documentation. The role emphasizes triage accuracy, escalation with context, and learning from escalations to improve future support.

The candidate will work within ITIL-based processes, handle tickets with professionalism across channels, and contribute to service reliability and client confidence.