L1 IT Help Desk Pro (Remote & Hybrid)

Resolve Tech Solutions Inc; Clifton (TX); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Resolve Tech Solutions Inc. is seeking an L1 Help Desk Analyst to provide first-level IT support across Windows, macOS, Microsoft 365, and network services.

You will handle incidents via phone, email, chat, and ticketing systems, document troubleshooting steps, and escalate complex issues to Tier II. The role supports both on-site and remote workers and requires strong customer service and compliance with IT policies.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered.
• 1–3 years of Help Desk, Technical Support, or customer support experience in an enterprise environment preferred
• Basic knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices
• Familiarity with networking fundamentals including VPN, DNS, DHCP, and wireless connectivity troubleshooting
• Experience utilizing ITSM ticketing systems such as ServiceNow, NinjaOne, or similar tools preferred
• Strong customer service, communication, and interpersonal skills
• Ability to troubleshoot technical issues methodically and elevate appropriately when needed
• Ability to manage multiple priorities in a fast-paced support environment
• Exposure to remote support tools, endpoint management platforms, or cloud-based environments preferred
• CompTIA A+ or related entry-level IT certification preferred
• Alignment with RTS Core Values

Responsibilities

• Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems
• Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues
• Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications
• Log, prioritize, and manage incidents and service requests within ITSM systems while maintaining SLA compliance
• Escalate unresolved or complex technical issues to Tier II or Infrastructure teams with appropriate documentation and troubleshooting details
• Assist with user account provisioning, password resets, software installations, and endpoint setup activities
• Support remote and hybrid workforce environments utilizing remote support and endpoint management tools
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing platform
• Communicate professionally with end users regarding issue status, expected timelines, and resolution updates
• Follow established IT policies, procedures, and security standards while supporting end-user technology needs
• Assist with onboarding and offboarding support activities, including device preparation and account setup
• Contribute to knowledge base documentation and continuous improvement initiatives within the Help Desk function
• Other duties as assigned

Skills

Customer service

Communication

Multitask

IT support mindset

Education

Associate degree in IT or related

Tools

ServiceNow

NinjaOne

Job description

Resolve Tech Solutions Inc. is seeking an L1 Help Desk Analyst to provide first-level IT support across Windows, macOS, Microsoft 365, and network services.

You will handle incidents via phone, email, chat, and ticketing systems, document troubleshooting steps, and escalate complex issues to Tier II. The role supports both on-site and remote workers and requires strong customer service and compliance with IT policies.