Level I Service Desk

Other Positions

Remote

May 9, 2026

Application ends: August 8, 2026

Job Description

REQUIREMENTS

High school diploma or equivalent experience required.
Two (2) or more years of related help desk experience required.
Microsoft Certified Professional (MCP), CompTIA A+, Google IT Support Certificate, or equivalent preferred.
Prior experience in an MSP or SLA-driven service delivery model strongly preferred.
Microsoft 365 and desktop operating systems (including Windows and macOS).
Active Directory or related technologies (e.g., Active Directory and Entra).
Antivirus and malware applications (e.g., Webroot and Windows Defender).
Network printing (e.g., troubleshooting driver issues and mapping errors).
Information Technology Service Management (ITSM) tools (e.g., ConnectWise and ServiceNow).
Remote access tools (e.g., TeamViewer and ConnectWise Automate or ScreenConnect).
Excellent verbal and written communication skills and professionalism.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills, including the ability to identify, research, and resolve technical issues and fulfill requests.
Strong collaboration and teamwork skills.
Strong work ethic, with a sense of ownership, urgency, and commitment.
Ability to function well in a fast-paced and, at times, stressful environment.
Ability to work flexible schedules, including first, second, or third shifts and weekends.

RESPONSIBILITIES

Receive and respond to inbound support requests submitted via phone, email, and client portal. Log all requests as tickets in ConnectWise Manage, accurately categorizing, prioritizing, and assigning them in alignment with defined SLA tiers and ticket workflows.
Provide Tier 1 technical support for a broad range of end-user issues, including, but not limited to, password resets; account management (Active Directory/Entra); Microsoft 365 support; endpoint troubleshooting (Windows/macOS); connectivity issues; hardware and software problems; and printer/peripheral support.
Manage personal ticket queues with a strong focus on meeting or exceeding first response time and resolution time targets, as defined by client SLAs. Communicate proactively with end users regarding ticket status and expected resolution timelines.
Identify tickets that exceed Tier 1 scope and escalate them to the Engineering Team or Incident Manager in a timely, well-documented manner, ensuring all relevant troubleshooting steps, findings, and client communications are captured prior to handoff.
Utilize IT Glue to reference existing client documentation, runbooks, and knowledge base articles during troubleshooting. Contribute to the knowledge base by identifying gaps and drafting or updating articles under the direction of the Service Desk Supervisor.
Use ConnectWise Automate (RMM) to perform remote support and investigate user-reported symptoms as part of the resolution workflow.
Maintain professional, courteous, and clear communication with client end users throughout the ticket lifecycle. Set accurate expectations, provide timely updates, and confirm resolution satisfaction prior to closing tickets.
Ensure all ticket entries are complete, accurate, and well documented, including time entries, work notes, resolution summaries, and appropriate categorization. Adhere to our client’s IT Managed Services ticketing standards and procedures.
Follow established workflows and best practices within ConnectWise Manage, ConnectWise Automate, and IT Glue, as configured and maintained by the Senior Tools Engineers. Report tool issues or workflow inefficiencies to the Service Desk Supervisor.
Adhere to all our client’s IT Managed Services policies, security protocols, and client-specific service requirements, including confidentiality and data handling standards.
Perform other related duties as assigned.