IT Service Desk Specialist (Level 1)

Wipro Ltd.; 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 Limited is hiring a L1 Service Desk Administrator in Texas. You will be the first point of contact for end-users, handle inquiries via phone, email, or tickets, and perform initial troubleshooting across hardware, software, and networks.

Responsibilities include logging and prioritizing requests, password resets, access management, and escalating complex issues to L2/L3 with detailed documentation. The role emphasizes customer service and adherence to SLAs.

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.

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

multitasking

Tools

ServiceNow

Jira

Zendesk

Job description

Wipro Limited is hiring a L1 Service Desk Administrator in Texas. You will be the first point of contact for end-users, handle inquiries via phone, email, or tickets, and perform initial troubleshooting across hardware, software, and networks.

Responsibilities include logging and prioritizing requests, password resets, access management, and escalating complex issues to L2/L3 with detailed documentation. The role emphasizes customer service and adherence to SLAs.