IT Support Engineer L1

Your Role KEY RESPONSIBILITIESTechnical Support & Troubleshooting

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations

• Assist with network connectivity issues (Wi-Fi, VPN, LAN)

• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning

• Support onboarding and offboarding processes including equipment setup and decommissioning

Ticketing & Documentation

• Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent)

• Accurately document troubleshooting steps, resolutions, and recurring issues

• Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation

• Contribute to and maintain the internal knowledge base

Customer Service & Communication

• Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools

• Set and manage user expectations regarding resolution timelines

• Follow up on open tickets to ensure user satisfaction and timely closure

• Act as a calm, reliable point of contact during technical disruptions

Your Profile Education & Experience

• High school diploma or GED required; Associate's or bachelor’s degree in IT, Computer Science, or related field preferred (We are flexible with this, the person can have IT licenses as well, or experience will count as well.

• 1–2 years of experience in a help desk, IT support, or desktop support role

• Equivalent combination of education and hands-on experience will be considered

Skills

• Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus

• Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar)

• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)

• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN

• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)

• Strong verbal and written communication skills

• Ability to explain technical concepts clearly to non-technical users

• Excellent time management and ability to prioritize multiple open tickets

• Patient, empathetic, and professional demeanor under pressure

• Self-motivated with a desire to learn and grow within IT