IT Service Desk Associate (L1) — Frontline Support

Wipro; San Antonio (TX); On-site; USD 25,000 - 50,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Job summary

Wipro is seeking an L1 Service Desk Administrator to be the first point of contact for IT support. You will handle requests via phone, email, or ticketing systems and perform basic troubleshooting to keep daily operations running smoothly.

You will escalate complex issues with thorough documentation and monitor ticket progress to ensure timely resolutions. You will also maintain knowledge bases, follow IT policies, and deliver high-quality customer service.

Qualifications

• Basic knowledge of operating systems (Windows, macOS, Linux) and common apps (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 SLAs.
• Deliver excellent customer service and maintain professional communication with end-users.

Skills

OS basics

Networking fundamentals

Ticketing systems

Problem solving

Communication skills

Multi-tasking

Desktop Support

Tools

ServiceNow

Jira

Zendesk

Job description

Wipro is seeking an L1 Service Desk Administrator to be the first point of contact for IT support. You will handle requests via phone, email, or ticketing systems and perform basic troubleshooting to keep daily operations running smoothly.

You will escalate complex issues with thorough documentation and monitor ticket progress to ensure timely resolutions. You will also maintain knowledge bases, follow IT policies, and deliver high-quality customer service.