IT Helpdesk Specialist L1 – First-Line Support

Wipro; San Antonio (TX); On-site; USD 36,000 - 76,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Paid time off

Job summary

Wipro Limited in the United States seeks an L1 Service Desk Administrator to provide first-line IT support, troubleshoot basic issues, log incidents, and ensure smooth day-to-day operations. You will work with ITSM tools, follow SLAs, and deliver professional customer service.

Ideal candidates can troubleshoot across Windows/macOS/Linux, handle tickets promptly, and escalate complex problems to L2/L3 with clear documentation. This is a fast-paced on-site role in San Antonio, TX.

Qualifications

• Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients).
• Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting).
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.

Responsibilities

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Deliver excellent customer service and maintain professional communication with end-users.

Skills

Operating systems

Networking basics

Ticketing systems

Problem solving

Communication skills

Multitasking

Tools

ServiceNow

Jira

Zendesk

Job description

Wipro Limited in the United States seeks an L1 Service Desk Administrator to provide first-line IT support, troubleshoot basic issues, log incidents, and ensure smooth day-to-day operations. You will work with ITSM tools, follow SLAs, and deliver professional customer service.

Ideal candidates can troubleshoot across Windows/macOS/Linux, handle tickets promptly, and escalate complex problems to L2/L3 with clear documentation. This is a fast-paced on-site role in San Antonio, TX.