Global 24/7 Tier-1 IT Help Desk Technician

Jobtailor; California (MO); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Jobtailor is seeking a frontline IT Service Desk Analyst to provide first-contact technical support via phone, chat and ticketing systems for account administration, hardware, software, and access issues. You will triage, diagnose, and resolve Tier 1 issues while meeting SLAs and documenting activities in ServiceNow.

You will support Active Directory/Azure AD, password management, MFA, and Microsoft 365 on Windows desktops, with opportunities to grow ITIL knowledge and obtain certifications.

Qualifications

• US Citizen required.
• 0–2 years in a service desk or support environment.
• Experience with ServiceNow ITSM or similar ticketing platform.
• Working knowledge of Microsoft 365 and Windows desktops.
• Experience supporting Active Directory, Azure AD, password management and MFA.
• Familiarity with remote support tools and Teams.
• Understanding incident management and service request fulfillment basics.
• Able to document support activities accurately and follow procedures.
• Strong verbal and written communication skills.
• Willingness to obtain ITIL 4 Foundation within the first year.

Responsibilities

• Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access issues.
• Answer and triage incoming support contacts while meeting established service level objectives.
• Use knowledge base articles and procedures to diagnose and resolve Tier 1 issues.
• Support user account management, password resets, and multi-factor authentication administration.
• Communicate technical information clearly to non-technical users.
• Create, update, manage, and resolve Incident and Request records in ServiceNow per ITIL.
• Document troubleshooting activities, resolution steps, and customer communications.
• Monitor and manage ticket queues to comply with service level agreements.
• Escalate issues to Tier 2/3 when needed.
• Categorize, prioritize, and route incidents and requests appropriately.
• Create and maintain knowledge base articles and support documentation.

Skills

Customer service

Incident management

Troubleshooting

Verbal communication

Written communication

Education

High school diploma or GED

Associate degree in Information Technology or related field preferred

Tools

ServiceNow ITSM

Microsoft Teams

Remote Support Tools

Knowledge Base

Ticketing Systems

Job description

Jobtailor is seeking a frontline IT Service Desk Analyst to provide first-contact technical support via phone, chat and ticketing systems for account administration, hardware, software, and access issues. You will triage, diagnose, and resolve Tier 1 issues while meeting SLAs and documenting activities in ServiceNow.

You will support Active Directory/Azure AD, password management, MFA, and Microsoft 365 on Windows desktops, with opportunities to grow ITIL knowledge and obtain certifications.