Global 24/7 IT Service Desk Specialist

Trinzic; Albuquerque (NM); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

401K with company match

Medical, dental, vision benefits

Paid time off

Flexible work schedule

Professional training and development

Job summary

The Service Desk Technician I (Tier 1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk, providing first-line support for account administration, hardware, software, access and authentication.

The ideal candidate is customer-focused and detail-oriented, able to communicate clearly with non-technical users, manage tickets in ServiceNow, and collaborate across regions and time zones in a 24x7 environment.

Qualifications

• High school diploma or GED required.
• US Citizenship required.
• 0–2 years in a service desk, help desk, or support role.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems.
• Triage and resolve Tier 1 issues with approved procedures.
• Document troubleshooting steps and communication in tickets.
• Manage incidents/requests in ServiceNow following ITIL practices.
• Escalate to Tier 2/3 when needed.
• Collaborate across regions and time zones in a 24x7 environment.

Skills

Customer service

Communication

Team collaboration

Detail oriented

Problem solving

Education

High school diploma or GED

Associate degree in IT or related field

Tools

ServiceNow ITSM

Microsoft 365

Azure AD

Active Directory

Remote support tools

Microsoft Teams

Job description

The Service Desk Technician I (Tier 1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk, providing first-line support for account administration, hardware, software, access and authentication.

The ideal candidate is customer-focused and detail-oriented, able to communicate clearly with non-technical users, manage tickets in ServiceNow, and collaborate across regions and time zones in a 24x7 environment.