Tier 1 Application Support Helpdesk

Gravity IT Resources; Charlotte (NC); Remote; USD 40,000 - 55,000; Part time

Job summary

A technology services company seeks a motivated Level 1 engineer to join their Run Support team remotely. The role involves monitoring application performance, resolving incidents using tools like Helix and Splunk, and ensuring seamless business operations. Ideal candidates have 1-2 years in IT support and an Associate's degree in a related field. The role emphasizes communication and troubleshooting skills, contributing to a collaborative work environment.

Qualifications

• 1-2 years of experience in IT support, service desk, or application support.
• Hands-on experience with monitoring and alerting tools.
• Certifications such as ITIL Foundation, CompTIA A+, or Helix platform training.

Responsibilities

• Monitor application health, performance, and availability.
• Triage, manage, and resolve incoming incidents.
• Provide timely and clear updates to stakeholders during active incidents.

Skills

Incident resolution

Monitoring and alerting tools (AlertBot, Dynatrace, Splunk, Zabbix)

Verbal and written communication

Analytical and troubleshooting skills

Customer service mindset

Education

Associate’s degree in Computer Science, Information Technology, or related field

Bachelor’s degree in Computer Science, Information Technology or related discipline (preferred)

Tools

Helix ticketing system

Job description

Job Title: Helpdesk Support Level 1

Location: Remote
Employment Type: Contract (6-12 months, possible conversion to FTE)

Job Summary

We are looking for a motivated Level 1 engineer to join our Run Support team. This role serves as the first line of defense in maintaining the stability, availability, and performance of business-critical applications.

You will be responsible for proactive monitoring, incident triage, and resolution, using tools like Helix, AlertBot, Dynatrace, Splunk, and Zabbix. This position plays a key role in ensuring seamless daily operations and minimizing disruption to business services.

Key Responsibilities

• Monitor application health, performance, and availability across enterprise environments.

• Triage, manage, and resolve incoming incidents and service requests within the Helix ticketing system.

• Escalate complex issues to L2 support or development teams as needed.

• Follow documented runbooks and standard operating procedures (SOPs) for consistent incident resolution.

• Provide timely and clear updates to stakeholders during active incidents.

• Document troubleshooting steps and contribute to the team’s internal knowledge base.

Core Competencies

• Hands-on experience with monitoring and alerting tools (AlertBot, Dynatrace, Splunk, Zabbix).

• Strong verbal and written communication skills, with the ability to deliver clear, concise updates.

• Solid analytical and troubleshooting skills.

• Ability to perform in fast-paced, high-pressure environments.

• Collaborative team player with a strong customer service mindset.

Professional Experience & Education

Required:

• 1–2 years of experience in IT support, service desk, or application support.

• Associate’s degree in Computer Science, Information Technology, or a related field – or equivalent work experience.

Preferred:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• Certifications such as ITIL Foundation, CompTIA A+, or Helix platform training.

Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.