IT Service Desk Tier 1 Technical Support

INSPYR Solutions; Dallas (TX); Remote; USD 32,000 - 45,000; Full time

Benefits offered by this job

Comprehensive medical benefits

Competitive pay

401(k) retirement plan

More benefits

Job summary

INSPYR Solutions is seeking a Service Desk Tier 1 technician for a 100% remote role supporting US-based clients. The position runs 10am–7pm CST and pays $28 per hour on a long-term contract.

You will handle basic to intermediate troubleshooting, reset passwords, manage AD accounts, assist with VPN and printer issues, and log incidents in ServiceNow while delivering focused customer service and teamwork.

Qualifications

• Minimum 3+ years in helpdesk support troubleshooting.
• Proficient with Windows desktop/laptop hardware in a business setting.
• Working knowledge of computer networking and AD support.
• Experience with ticketing systems and service requests.
• CompTIA A+ certification is required; Microsoft certifications are a plus.
• Strong written and verbal communication and documentation skills.

Responsibilities

• Perform basic to intermediate troubleshooting including password resets and AD unlocks.
• Configure printers, VPN, and handle hardware issues as needed.
• Log, route, categorize, and escalate incidents/service requests.
• Ensure requests are directed to the proper resource for timely resolution.
• Communicate status and resolutions clearly to users.
• Provide outstanding customer service and teamwork; contribute to SOPs.

Skills

Helpdesk troubleshooting

Windows hardware

Networking basics

Active Directory support

Ticketing systems

Communication & documentation

Customer service

Education

CompTIA A+ certification

Microsoft certifications

Tools

Bomgar

ServiceNow

Active Directory

VPN

Windows OS

Office 365

Job description

Title: Service Desk Tier 1
Location: 100% Remote
Schedule: 10am - 7pm CST
Compensation: $28/hr.
Duration: Long Term Contract
Work Requirements: U.S. Citizen, GC Holders, or Authorized to Work in the U.S.

Skillset / Experience

Teammates will utilize bomgar to deliver remote user support services and work with the servicenow ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge (i.e. product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.

Responsibilities

• Performs basic to intermediate-level troubleshooting:
• Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
• Logs, routes, categorizes, escalates Incidents/SRs
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
• Address phone calls on Softphone; logs ticket for user
• Replies to emails, Teams messages
• Self-starter - Accepts/self-assigns cases from the support queue
• Clearly communicate status on incidents, as well as resolutions
• Provide outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Writes/Reviews SOPs

Skillset / Experience

• 3+ years of helpdesk experience troubleshooting
• Technical knowledge of Windows desktop & laptop hardware in a business environment
• Working understanding of computer networking
• Minimum one year of Active Directory support
• Effective planning & organizing skills
• Strong problem-solving efficiency
• Effective communication & documentation skills
• CompTIA A+ certification required
• Microsoft certifications
• 1+ year experience with ticketing systems
• 1+ year of Exchange and/or Office 365 support

Our benefits package includes

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• ...and much more!

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a leading global expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our tailored offerings include a wide variety of professional services, project solutions, managed services, and talent resources, all bolstered by our strategic partnerships with cutting-edge technology services. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at www.inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status. INSPYR Solutions complies with all applicable laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants requiring reasonable accommodation during the application or interview process should contact [e-mail] for assistance. Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions' Privacy Policy and INSPYR Solutions' AI and Automated Employment Decision Tool Policy: https://www.inspyrsolutions.com/policies/. By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.