Service Desk L1: First‑Line IT Support & Troubleshooting

Omega Systems; Stamford (CT); On-site; USD 60,000 - 75,000; Full time

Job summary

Omega Systems seeks a Service Desk professional in Stamford, CT to deliver technical support for servers, networks, desktops, printers, and telephony. The role serves in-office, customer sites, and remote locations, providing timely, high-quality service and maintaining the knowledge base.

On-call rotation is required. The incumbent will resolve incidents, document requirements, and follow SLAs while supporting users and office staff across Omega Systems’ environment.

Qualifications

• 2+ years IT helpdesk experience supporting inbound customer requests or issue resolution.
• Experience with ConnectWise Manage or similar ticketing system.
• Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix).
• Experience with Microsoft 365 Entra, Exchange Online, SharePoint, Intune.
• Experience with Active Directory account creation, password resets, group membership changes.
• Experience supporting VPN clients and VPN administration.
• Experience with Microsoft Office 365 apps.

Responsibilities

• Provide first-line support through desk-side, remote, and local office support services.
• Follow documented processes for incident management and request fulfilment.
• Provide guidance for escalated service issues.
• Document software requirements and contribute to knowledge base.
• Log, prioritize, assign, track, and respond to incidents promptly.
• Install and maintain desktop hardware/software and troubleshoot PCs.
• Maintain support documentation for tools used by Customer support services.
• Ensure incidents are linked to problems and trends are monitored.

Skills

Ticketing systems

Windows/Linux

AD administration

VPN administration

Office 365

Remote support

Customer service

Problem solving

Documentation

Education

Bachelor's degree in IT/CS/Engineering

Tools

ConnectWise Manage

Job description

Omega Systems seeks a Service Desk professional in Stamford, CT to deliver technical support for servers, networks, desktops, printers, and telephony. The role serves in-office, customer sites, and remote locations, providing timely, high-quality service and maintaining the knowledge base.

On-call rotation is required. The incumbent will resolve incidents, document requirements, and follow SLAs while supporting users and office staff across Omega Systems’ environment.