Service Desk Engineer

LTM; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical Plan

Disability Coverage

401(k) Plan with Company match

Life Insurance

Paid Holidays

Job summary

LTIMindtree in Houston, TX seeks an IT Service Desk Agent to be the first point of contact for end users seeking technical assistance via phone, email, or chat. You will perform remote troubleshooting, analyze issues, and guide customers through resolution steps.

The role requires 1–2 years in a help desk, strong English communication, ITIL familiarity, and a customer‑centric mindset. Shift is 24x7 with no WFH; on-site reporting from Day 1. Experience with ServiceNow and Azure are a plus.

Qualifications

• 1–2 years of experience in a help desk or customer support role.
• Understanding of computer systems, mobile devices, and software applications.
• ITIL Foundations knowledge; ITIL Foundations preferred.
• Excellent communication skills in English.
• Customer oriented and patient.
• BSc/BA Computer Science or related field.
• Shift 24x7 with on-site reporting from Day 1.

Responsibilities

• Serve as the initial point of contact for end users via phone, email, or chat.
• Perform remote troubleshooting using diagnostic techniques.
• Analyze issues and determine best solutions.
• Guide customers through problem solving steps.
• Escalate unresolved issues to appropriate support levels.
• Maintain accurate logs of events, problems, and resolutions.
• Relay customer feedback to internal teams; identify improvements.
• Coordinate with vendors and ISPs for hardware, RMA, and circuit issues.

Skills

Remote Troubleshooting

Communication

Customer Centric

ITIL Foundations

Documentation

First Point of Contact

Vendor Coordination

Education

BSc/BA in Computer Science or related field

Tools

ServiceNow

Azure

Cisco

VMware

Nimble

Acronis

Job description

Role Description

Job Title IT Service Desk Agent

Responsibilities

• First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chat
• Remote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questions
• Solution Determination Analyze issues and determine the best solution based on customer details
• Problem Solving Guide customers through problem solving steps
• Escalation Escalate unresolved issues to the appropriate support level
• Documentation Maintain accurate logs of events problems and resolutions
• Feedback Relay customer feedback or suggestions to internal teams
• Improvements Identify process improvements and suggest enhancements

Requirements And Skills

• Experience 1 to 2 years in a help desk or customer support role
• Computer Literacy Understanding of computer systems mobile devices and software applications
• ITIL Knowledge Knowledge of ITIL fundamentals ITIL Foundations Preferred
• Communication Excellent communication skills in English
• Customer Centric Customer oriented and patient
• Education BSc BA Computer Science or a relevant field
• 24x7 eyes on glass monitoring and Email s for OnPrem servers physical Virtual Storage Backup and Network devices APs WLCs Circuits Routers Switches Firewalls F5s These events need to be documented and updated in ServiceNow
• Azure infrastructure dashboard monitoring
• Drive SOP based resolution for issues such as Server disk full Disk errors CPU usage errors Memory errors corrupt OS Boot issues NW device updown backup job failures
• Unauthorized change monitoring via config mgmt tool
• Team will be responsible to monitor failed OS patches perform server reboots and escalation to L3
• ServiceNow ticket creation and escalation to L2L3 Team as appropriate
• Initiate MIM for Critical tickets P1s Major Incidents
• Vendor coordination for hardware issues and RMA with vendors Example Cisco VMWare HyperFlex Nimble Acronis
• Coordinate w ISP for circuit issues restoration Example ATT Comcast Verizon Lumen

Note

• Shift timing will be 247 rotational
• No WFHHybrid options need to report client office from Day1

Other Details

Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity.

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits And Perks

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer

The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree

is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.