Frontline IT Support Engineer – 1st Line

Teceze; Altoona (IA); On-site; USD 25,000 - 33,000; Full time

Job summary

Teceze in Altoona, Iowa is seeking an L1 IT Support Engineer to deliver first-line technical assistance to end users and manage IT tickets efficiently.

You will troubleshoot basic hardware and software, assist with password resets and access, support Microsoft 365/Outlook, and escalate complex issues while keeping thorough documentation and meeting SLA targets.

This role emphasizes clear communication and customer service, requiring 1–3 years of experience and familiarity with ServiceNow or Jira.

Qualifications

• 1–3 years of experience in L1 IT Support or Service Desk Support.
• Experience working with ticketing tools such as ServiceNow, Jira, or similar platforms.
• Basic knowledge of Windows OS, hardware, and software troubleshooting.
• Familiarity with Microsoft Office 365 and Active Directory.
• Basic understanding of networking concepts such as TCP/IP, LAN, and Wi‑Fi.
• Good communication, customer service, and problem-solving skills.

Responsibilities

• Provide first-level IT support to end users via phone, email, or ticketing system.
• Create, update, track, and close tickets using a ticketing tool.
• Troubleshoot basic hardware, software, and Windows OS issues.
• Assist users with password resets, account access, and login issues.
• Support desktops, laptops, printers, Microsoft Office 365, and Outlook.
• Troubleshoot basic network connectivity issues, including LAN and Wi‑Fi.
• Escalate unresolved issues to L2 or L3 support teams.
• Follow up on open tickets and ensure timely resolution within SLA.
• Maintain proper documentation of incidents and service requests.

Skills

Communication

Customer Service

Problem Solving

Ticketing Tools

Tools

ServiceNow

Jira

Job description

Teceze in Altoona, Iowa is seeking an L1 IT Support Engineer to deliver first-line technical assistance to end users and manage IT tickets efficiently.

You will troubleshoot basic hardware and software, assist with password resets and access, support Microsoft 365/Outlook, and escalate complex issues while keeping thorough documentation and meeting SLA targets.

This role emphasizes clear communication and customer service, requiring 1–3 years of experience and familiarity with ServiceNow or Jira.