IT Support Engineer I — Fast-Paced Tier 1 Support

Talanto; Louisville (KY); On-site; USD 39,000 - 60,000; Full time

Benefits offered by this job

Competitive total rewards (base salary

Customizable benefits package (3 medis

Paid time off 3 weeks +13 holidays

Paid parental leave

Education assistance opportunities and

Free mental health and family planning

401(K) program with company match

Pet insurance

Employee resource groups

Job summary

Talanto in Louisville, KY is seeking an IT Support Engineer to be the first point of contact for employees needing technical help. You will triage requests, perform basic troubleshooting, document steps, and route escalations to Tier 2 as needed, ensuring timely resolution within SLAs.

The role focuses on customer service, clear communication, and collaboration with IT teammates. You’ll support Jira Service Management and Microsoft 365, handling password resets, access requests, and common

Qualifications

• Strong communication and customer service skills.
• Familiarity with Jira Service Management (or similar ticketing systems) and Microsoft 365 Products.
• Basic knowledge of operating systems, productivity software, and account management.
• Ability to work in a collaborative environment optimistically and with a willingness to learn.
• Detail-oriented with strong organizational and problem-solving skills.

Responsibilities

• Serve as the initial point of contact for IT support requests via Jira Service Management tickets, calls, and email requests.
• Participate in an on-call rotation supporting dispersed employees outside of office hours.
• Provide timely communication and resolution in adherence to service level agreements.
• Accurately capture and document issue details, symptoms, and all troubleshooting steps in the Jira ticket.
• Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
• Resolve common requests independently (e.g., password resets, access requests, software installs, driver updates, M365 issues).
• Route complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
• Monitor open tickets and proactively update users on progress.
• Deliver excellent customer service by setting clear expectations, communicating effectively, and following up with end users.
• Follow established workflows, knowledge base articles, and escalation procedures.

Skills

Communication skills

Customer service

Jira Service Management

Microsoft 365

Job description

Talanto in Louisville, KY is seeking an IT Support Engineer to be the first point of contact for employees needing technical help. You will triage requests, perform basic troubleshooting, document steps, and route escalations to Tier 2 as needed, ensuring timely resolution within SLAs.

The role focuses on customer service, clear communication, and collaboration with IT teammates. You’ll support Jira Service Management and Microsoft 365, handling password resets, access requests, and common