Level 1 Service Desk Engineer

DATAMTX LLC; Carmel (IN); On-site; USD 25,000 - 36,000; Full time

Job summary

DATAMTX LLC in Indiana seeks a Level 1 Service Desk Engineer to join our onsite IT support team. You will be the primary point of contact for end-users, diagnosing and resolving day-to-day hardware, software, and network issues.

The role covers Microsoft 365 and Outlook support, printer management, basic hardware deployment, and network connectivity checks. Strong communication and a customer-focused mindset are essential for delivering clear, patient assistance.

Qualifications

• 1+ years of IT helpdesk or service desk experience.
• Windows 10/11 administration knowledge.
• Experience with Microsoft 365 admin center and Outlook apps.
• Basic networking concepts (TCP/IP, DHCP, DNS).
• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide day-to-day user support for Microsoft 365 apps (Outlook, Teams, Word, Excel, OneDrive, SharePoint).
• Troubleshoot Outlook email issues including config, sync, mailbox storage, and performance.
• Install, configure, and maintain local and network printers and scanners.
• Diagnose hardware issues and escalate complex problems to senior staff.

Skills

Windows 10/11 support

Microsoft 365 admin center

Outlook/Desktop & Web Apps

TCP/IP basics

Customer service

Printer & device setup

Tools

ServiceNow

Jira

ConnectWise

Freshservice

Job description

Location: 20 miles NE of Indianapolis IN

Schedule: Monday – Thursday, 8:00 AM – 4:00 PM (32 hours/week)

Position Type: Full-Time / Part-Time

Position Overview

We are seeking a reliable, customer-focused Level 1 Service Desk Engineer to join our onsite IT support team. In this role, you will serve as the primary point of contact for end-users seeking technical assistance. You will be responsible for diagnosing, troubleshooting, and resolving day-to-day hardware, software, network, and Microsoft 365 issues.

The ideal candidate possesses strong problem-solving skills, basic networking knowledge, and excellent interpersonal skills to deliver exceptional technical support with patience and clarity.

Key Responsibilities

1. Microsoft 365 & Outlook Support

• Provide day-to-day user support for Microsoft 365 applications (Outlook, Teams, Word, Excel, OneDrive, SharePoint).
• Troubleshoot Outlook email issues, including account configuration, sync errors, mailbox storage, and performance glitches.
• Assist with basic account administration (password resets, group memberships, license assignments).
• Setup, configure, and maintain local and network printers, copiers, and scanners.
• Diagnose and resolve common printer issues (connectivity failures, queue jams, driver conflicts, toner replacements).

3. Hardware Assistance

• Provide hands‑on hardware support for desktop computers, laptops, monitors, docking stations, and mobile devices.
• Perform basic hardware deployment, setup, cable management, and hardware swaps for onsite staff.
• Escalate complex hardware failures to vendor support or senior engineers as needed.

4. Wi‑Fi & Network Connectivity

• Troubleshoot end-user Wi‑Fi and wired network connection issues onsite.
• Assist users with connecting personal and company devices to secure corporate networks.
• Conduct basic network diagnostics (e.g., verifying IP configurations, ping tests, DNS checks).

5. General Service Desk Operations

• Log, track, and document all support tickets in the IT Service Management (ITSM) ticketing system.
• Maintain clear communication with users regarding the status of their requests.
• Maintain accurate inventory logs for computer equipment and peripherals.

Qualifications & Requirements

• Experience: 1+ years of experience in an IT Helpdesk, Technical Support, or Service Desk role (or equivalent hands‑on lab experience/certifications).
• Technical Skills:
• Solid working knowledge of Windows 10/11 operating systems.
• Hands‑on experience with Microsoft 365 admin center and Outlook Desktop/Web apps.
• Basic understanding of TCP/IP, Wi‑Fi standards, DHCP, and DNS.
• Soft Skills:
• Exceptional customer service mindset with strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical users clearly and patiently.
• Strong time-management skills and ability to prioritize work in a fast-paced environment.
• Physical Requirements: Ability to lift up to 30 lbs and move hardware equipment (monitors, PCs, printers) as needed.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft Fundamentals (MS-900) certifications.
• Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, Jira, ConnectWise, Freshservice).