IT Help Desk Agent: Level 1 Support & Troubleshooting

United States Digital Space LLC; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Nordic is seeking an IT Service Desk Agent to provide first-line support across calls, chats, and emails. You will diagnose basic IT issues, document them, and coordinate with the application support team for escalation.

The role requires 1+ year of IT service desk experience, proficiency in Windows 10 and Microsoft Office, and strong communication skills in English. On-call rotations and occasional travel may be required.

Qualifications

• 1+ years of IT Service Desk or IT Support experience required.
• General knowledge of computer systems/software such as network connectivity, VPN, O365, AD, MDM.
• ITIL training and/or certifications are a plus.
• Proficient in English; Spanish is a plus.

Responsibilities

• Provide level 1 IT support via phone, chat, and email.
• Troubleshoot and document issues for escalation.
• Support hardware and software systems including Windows 10 and Office products.
• Assist users with network connectivity, VPN, and Citrix access.
• Record issues accurately in ticketing systems and track resolutions.
• Escalate unresolved issues to higher-level IT personnel as needed.
• Participate in team meetings and contribute to knowledge base.
• Work on assigned projects and support corporate initiatives.

Skills

Customer service

Verbal & written communication

English fluency

Problem solving

Teamwork

Learning new software

Attention to detail

Tools

Windows 10

Microsoft Office

VPN connectivity

Citrix

Mobile Device Management

O365 / Active Directory

Job description

Nordic is seeking an IT Service Desk Agent to provide first-line support across calls, chats, and emails. You will diagnose basic IT issues, document them, and coordinate with the application support team for escalation.

The role requires 1+ year of IT service desk experience, proficiency in Windows 10 and Microsoft Office, and strong communication skills in English. On-call rotations and occasional travel may be required.