Role OverviewThe L1 Service Desk Administrator is the first point of contact for end-users seeking technical assistance. This role involves handling incoming requests, troubleshooting basic IT issues, escalating complex problems, and ensuring smooth day-to-day IT operations.
What You Will Do
Serve as the initial contact for IT-related queries via phone, email, or ticketing system, log, categorize, and prioritize incidents and service requests in the ITSM tool, provide first-level troubleshooting for hardware, software, network, and application issues.
Why It Might Be a Fit
The role requires customer-focused mindset with patience and empathy, willingness to learn and grow into advanced IT support roles, team player with adaptability to changing priorities, attention to detail and commitment to quality service delivery.
Requirements
- Basic knowledge of operating systems (Windows, macOS, Linux) and common applications (MS Office, email clients)
- Familiarity with networking fundamentals (IP, DNS, VPN, Wi-Fi troubleshooting)
- Experience with ticketing systems (ServiceNow, Jira, Zendesk, or equivalent)
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal abilities
- Ability to work in a fast-paced environment and manage multiple tasks
Benefits
- Full range of medical and dental benefits options
- Disability insurance
- Paid time off (inclusive of sick leave)
- Other paid and unpaid leave options
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