Service Desk Engineer

Job Description

Position: Service Desk Engineer

Location: Scottsdale - Arizona

Duration: Contract

About Smart IT Frame:

At Smart IT Frame, we connect top talent with leading organizations across the USA. With over a decade of staffing excellence, we specialize in IT, healthcare, and professional roles, empowering both clients and candidates to grow together.

Role Summary

We are looking for a Service Desk Engineer to provide L1 technical support to end users manage incidents and service requests and ensure timely resolution in line with defined SLAs

Key Responsibilities

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• Serve as the primary point of contact for IT incidents service requests and user queries
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• Log categorize prioritize track and resolve tickets using ITSM tools
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• Troubleshoot Windows Microsoft 365 Outlook Teams VPN printers hardware software and basic networkconnectivity issues
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• Support password resets account unlocks MFA issues and basic user access management
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• Perform initial troubleshooting and provide firstcontact resolution wherever possible
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• Escalate unresolved incidents to L2L3 support teams and coordinate through closure
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• Monitor ticket queues and ensure SLA compliance
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• Maintain accurate troubleshooting notes and Knowledge Base documentation
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• Provide timely and professional updates to users throughout the ticket lifecycle
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Required Skills

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• Service Desk IT Helpdesk Support
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• Windows Desktop Troubleshooting
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• Microsoft 365 Outlook and Teams
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• Active Directory basics
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• ServiceNow Freshservice or similar ITSM tools
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• VPN and basic networking troubleshooting
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• Incident and Service Request Management
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• SLA and escalation management
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• Basic hardware and peripheral troubleshooting
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• Good verbal and written communication skills
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• Understanding of ITIL processes
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Mandatory Skills : Servicedesk

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