Service Desk

Nityo Infotech Limited; San Antonio (TX); On-site; USD 38,000 - 54,000; Full time

Job summary

Nityo Infotech Limited is seeking a proactive L1 Service Desk Administrator to be the first point of contact for end-user IT support in our Texas operations. You will log, triage, and resolve basic issues, reset passwords, and guide users through simple workarounds to minimise downtime.

You will escalate complex problems to L2/L3, maintain the knowledge base, and ensure SLAs are met. Candidates should have familiarity with Windows/macOS/Linux, basic networking, and ticketing tools such as

Qualifications

• Basic knowledge of operating systems (Windows, macOS, Linux) and common applications.
• Familiarity with networking fundamentals (IP, DNS, VPN, Wi‑Fi).
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and SLAs.
• Deliver excellent customer service and maintain professional communication with end-users.

Skills

OS knowledge

Networking basics

Ticketing systems

Problem solving

Communication

Multitasking

Tools

ServiceNow

Jira

Zendesk

Job description

The L1 Service Desk Administrator is the first point of contact for end-users seeking technical assistance. This role involves handling incoming requests, troubleshooting basic IT issues, escalating complex problems, and ensuring smooth day-to-day IT operations. The administrator provides timely support to maintain productivity across the organization.

Key Responsibilities :

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Deliver excellent customer service and maintain professional communication with end-users.

Required Skills & Qualifications:

• Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients).
• Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting).
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.

Desired Attributes:

• Customer-focused mindset with patience and empathy.
• Willingness to learn and grow into advanced IT support roles.
• Team player with adaptability to changing priorities.
• Attention to detail and commitment to quality service delivery.