Level 1 Service Desk Technician

TL;DR

Level 1 Service Desk Technician: Provide first-level IT support for office and field personnel across a regional footprint, resolving incidents and service requests with an accent on troubleshooting Windows workstations, Microsoft 365, and hardware. Focus on meeting SLAs, documenting resolutions in ITSM tools, and escalating complex issues to higher tiers.

Location: Austin, TX (78723), onsite with after-hours rotation

Salary: $62,400

Company

Staffing firm connecting STEM professionals to IT roles.

What you will do

• Serve as first point of contact for IT issues, requests, and incidents
• Provide basic troubleshooting for Windows, Microsoft 365/Teams, network connectivity, printers, and mobile devices
• Fulfill service requests like onboarding, access provisioning, and software installs
• Record, prioritize, and track tickets in Freshservice per ITIL practices
• Document resolutions and contribute to knowledge base
• Escalate high-impact issues and participate in after-hours support rotation

Requirements

• Located in Austin, TX (78723)
• High School Diploma or GED; 1–2 years IT support/help desk experience
• Proficiency in Microsoft 365, Windows 11, macOS, iOS, Active Directory, Intune
• Strong hardware, peripherals, printers, and mobile devices knowledge
• Experience with ITSM tools (e.g., Freshservice) and ITIL practices
• Excellent troubleshooting, communication, and customer service skills

Nice to have

• Associate’s or Bachelor’s in IT
• ITIL Foundation, A+, Network+, or Microsoft certifications

Culture & Benefits

• Fast-paced environment with focus on excellent customer service
• For assignments 13+ weeks: major medical, dental, vision, 401k, statutory sick pay
• Reasonable accommodations for disabilities
• Equal opportunity employer participating in E-Verify