IT Service Desk Specialist — Tier 1 Support & Troubleshooting

Patra Corporation; Cameron Park (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

Patra Corporation is seeking an IT Service Desk Tier 1 specialist to provide first-level support for PC hardware, software, and network issues. You will diagnose problems, guide users through solutions, and coordinate with engineers to restore services.

The role requires mentoring junior staff, handling tickets promptly, and communicating clearly in English across channels (in person, chat, email, or phone). On-site work within Patra’s offices is expected.

Qualifications

• Graduates with CS or related degree preferred; if not, 4-6 years in IT Service Desk Tier 1.
• IT certifications like CompTIA A+ are a plus.

Responsibilities

• Manage Help Desk tickets in a timely manner.
• Provide technical assistance for computer systems, software, and hardware.
• Respond to queries via in person, chat, email, or phone.
• Walk customers through problem-solving steps.
• Maintain knowledge base and assist in patching and upgrades.

Skills

Communications skills

English proficiency

Troubleshooting

Education

Bachelor's degree in Computer Science or related field

Alternative: 4-6 years IT Service Desk Tier 1 Experience

Tools

ServiceNow

Remedy

Zendesk

Manage Engine

Job description

Patra Corporation is seeking an IT Service Desk Tier 1 specialist to provide first-level support for PC hardware, software, and network issues. You will diagnose problems, guide users through solutions, and coordinate with engineers to restore services.

The role requires mentoring junior staff, handling tickets promptly, and communicating clearly in English across channels (in person, chat, email, or phone). On-site work within Patra’s offices is expected.