Frontline IT Help Desk Specialist (L1)

Resolve Tech Solutions Inc; Austin (TX); Hybrid; USD 42.000 - 65.000; Vollzeit

Zusammenfassung

Resolve Tech Solutions Inc. seeks a L1 Help Desk Analyst to provide first-line technical support for end users across hardware, software, network, and cloud environments.

This role handles tickets, basic troubleshooting, and customer service, supporting both on-site and remote workers in a fast-paced environment. Responsibilities include incident logging, SLA adherence, and escalation when needed, with emphasis on professional communication and knowledge base contributions.

Qualifikationen

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered.
• 1–3 years of Help Desk or customer support experience in an enterprise environment preferred.
• Basic knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices.
• Familiarity with VPN, DNS, DHCP, and wireless connectivity troubleshooting preferred.
• Experience utilizing ticketing systems or ITSM platforms such as ServiceNow, NinjaOne, or similar tools preferred.
• Strong customer service, communication, and interpersonal skills.
• Ability to troubleshoot technical issues methodically and elevate appropriately when needed.

Aufgaben

• Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems.
• Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues.
• Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications.
• Log, prioritize, and manage incidents and service requests within ITSM systems while maintaining SLA compliance.
• Escalate unresolved or complex technical issues to Tier II or Infrastructure teams with appropriate documentation and troubleshooting details.
• Assist with user account provisioning, password resets, software installations, and endpoint setup activities.
• Support remote and hybrid workforce environments utilizing remote support and endpoint management tools.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing platform.
• Communicate professionally with end users regarding issue status, expected timelines, and resolution updates.
• Follow established IT policies, procedures, and security standards while supporting end-user technology needs.
• Assist with onboarding and offboarding support activities, including device preparation and account setup.
• Contribute to knowledge base documentation and continuous improvement initiatives within the Help Desk function.
• Other duties as assigned

Kenntnisse

Customer service

Communication

Interpersonal skills

Troubleshooting

Ausbildung

Associate degree or equivalent

Tools

ServiceNow

NinjaOne

Jobbeschreibung

Resolve Tech Solutions Inc. seeks a L1 Help Desk Analyst to provide first-line technical support for end users across hardware, software, network, and cloud environments.

This role handles tickets, basic troubleshooting, and customer service, supporting both on-site and remote workers in a fast-paced environment. Responsibilities include incident logging, SLA adherence, and escalation when needed, with emphasis on professional communication and knowledge base contributions.