Service Desk Specialist

Position: Service Desk Support( L1)

Duration: Full time

Location: Remote (Preferably in Chicago, IL and Dallas, TX))

Visa Preference: USC, GC, H4 EAD’s.

Job Summary:

We are seeking a highly motivated and enthusiastic Service Desk L1 Engineer to join our IT team. As an entry-level position, this role is ideal for recent graduates looking to start their careers in IT support. The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues.

Key Responsibilities:

• First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance via phone, email or Self Ticket.
• Troubleshooting: Identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity.
• Ticket Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• User Support: Assist users with password resets, account unlocks, and basic application support.
• Escalation: Escalate complex issues to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution.
• Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Team Collaboration: Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications:

• Education: Bachelor’s degree in information technology, Computer Science, or a related field( B,sc, BCA ,B.tech)
• Technical Skills: Basic understanding of computer hardware, software, and networking concepts.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.
• Customer Service: A customer-centric mindset with a passion for helping others.
• Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Team Player: A collaborative team player with a willingness to learn and grow.

Preferred Qualifications:

• Certifications: Relevant certifications (e.g.ITIL Foundation) are a plus but not required.
• Internship Experience: Prior internship or practical experience in an IT support role is advantageous.

If interested, please send your resume to harish.gotur@tietoevry.com