Level 1 IT Help Desk Specialist

USA102 Nordic Consulting Partners, Inc.; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

Nordic Consulting Partners is seeking an IT Service Desk Agent I to provide level 1 support for end users, diagnose basic issues, and document resolutions. You will handle calls, chats, and emails, assist with hardware/software, and escalate complex problems to the appropriate team.

The role requires strong customer service skills, 1+ year of IT support experience, and willingness to work nights/weekends. Proficiency in English is essential; Spanish is a plus.

Qualifications

• 1+ years of IT Service Desk or IT Support experience.
• Experience with Windows 10, VPN, O365, AD and MDM.
• ItIL training or certification preferred.
• Industry certifications (CompTIA A+, Microsoft, HDI) preferred.
• Proficient in English; Spanish a plus.
• Able to learn new software quickly and type well.
• Willing to work nights and weekends as needed.

Responsibilities

• Provide first point of contact for end users seeking IT assistance.
• Offer high level of professionalism and customer service.
• Remote troubleshooting and problem escalation.
• Document issues in ticketing system.
• Support hardware and software like Windows 10, Office, VPN, Citrix.
• Assist with IT infrastructure upgrades recommendations.
• Attend team meetings and participate in projects.
• Take on-call rotations and travel up to 5%.

Skills

Customer service

English proficiency

Problem solving

Typing skills

Teamwork

Night/weekend availability

Education

ITIL training

Industry certifications (CompTIA A+, Microsoft, HDI)

Tools

Windows 10

Office 365

Active Directory (AD)

VPN

Citrix

Mobile Device Management (MDM)

Job description

Nordic Consulting Partners is seeking an IT Service Desk Agent I to provide level 1 support for end users, diagnose basic issues, and document resolutions. You will handle calls, chats, and emails, assist with hardware/software, and escalate complex problems to the appropriate team.

The role requires strong customer service skills, 1+ year of IT support experience, and willingness to work nights/weekends. Proficiency in English is essential; Spanish is a plus.