IT Service Desk Level 1 Support - Remote

BlueAlly

Grapevine (TX)

Hybrid

USD 42,000 - 62,000

Full time

6 days ago

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Job summary

BlueAlly is seeking an IT Service Desk Support - Level 1 specialist to serve as the first contact for customer-facing technology issues. You will intake and triage tickets, perform basic troubleshooting, and communicate with customers throughout the lifecycle.

The role supports Windows/Microsoft 365, AD, and network basics, and may be remote, hybrid, or onsite depending on assignment. Responsibilities include managing incidents in Zendesk, documenting resolution steps, and escalating complex

Qualifications

1+ years in a service desk or help desk role preferred.
Familiarity with SLAs, ticket workflows, and customer communication.
Experience with Windows, Microsoft 365, Active Directory, and basic networking.
Zendesk experience is preferred.
Ability to document troubleshooting steps and outcomes clearly.

Responsibilities

Answer calls, emails, chats, and tickets; provide first-line troubleshooting and resolution.
Create, categorize, prioritize, assign, and document incidents and service requests in Zendesk.
Provide Level 1 support for Microsoft 365, hardware, peripherals, and connectivity issues.
Perform basic AD tasks: password resets, unlocks, and access provisioning.
Communicate status and actions clearly to customers throughout the ticket lifecycle.
Escalate unresolved or out-of-scope issues with complete history and next steps.