Global Tier 1 Service Desk Technician

Jobtailor

California (MO)

Hybrid

USD 40,000 - 60,000

Full time

8 days ago

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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

Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues
Answer and triage incoming support contacts while meeting established service level objectives
Use knowledge base articles and approved 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 according to ITIL best practices
Document troubleshooting activities, resolution steps, and customer communications
Monitor and manage ticket queues to comply with service level agreements
Escalate issues to Tier 2 or Tier 3 support teams when needed
Categorize, prioritize, and route incidents and requests appropriately
Create and maintain knowledge base articles, procedures, and support documentation
Identify opportunities to improve processes, automation, and self-service capabilities
Participate in technical and professional development activities
Participate in rotational support coordination during high-volume periods and major incidents
Collaborate with team members, supervisors, and end users across multiple regions and cultures
Support a 24x7x365 service organization through assigned shifts, including nights, weekends, and holidays

Requirements

High school diploma or GED required
Must be a US Citizen
Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent technical training or experience may be considered
Zero (0) to two (2) years of experience in a service desk, help desk, technical support, or customer support environment
Experience utilizing ServiceNow ITSM or a comparable enterprise ticketing platform
Working knowledge of Microsoft 365 applications and Windows desktop operating systems
Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions
Familiarity with remote support tools and collaboration platforms such as Microsoft Teams
Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies
Ability to document support activities accurately and follow established support procedures
Strong verbal and written communication skills
Excellent customer service, interpersonal, and problem-solving skills
Ability to work independently and manage competing priorities in a fast-paced environment
Ability to collaborate effectively with diverse teams across multiple regions and time zones
Ability to work assigned shifts, including nights, weekends, and holidays in a 24x7x365 environment
CompTIA A+ certification preferred
HDI Customer Service Representative (CSR) certification or equivalent preferred
ITIL 4 Foundation certification preferred, or willingness to obtain within the first year of employment
Microsoft, Dell, or other relevant technical certifications preferred
Experience supporting users in a global or multi-region environment preferred
Familiarity with macOS and iOS support preferred
Ability to remain at a workstation for extended periods
Reliable high-speed internet connectivity required for approved remote or hybrid work arrangements

Core Competencies

Demonstrates expertise in providing technical support and incident management while effectively communicating with non-technical users. Proficient in utilizing ServiceNow and Microsoft 365 applications to resolve issues and enhance user experience in a 24x7x365 service environment.

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