IT Service Desk Support - Level 1

The IT Service Desk Support - Level 1 specialist is the first point of contact for customer-facing technology issues and service requests across BlueAlly managed environments. The role owns accurate ticket intake, prioritization, first-line troubleshooting, customer communication, documentation, and resolution within approved Level 1 procedures. Work that cannot be resolved at Level 1 is escalated through the established Service Desk workflow while the customer-facing ticket remains visible and actively managed. Responsibilities Answer incoming calls, emails, chats, portal requests, and assigned Zendesk tickets, providing first-line troubleshooting and issue resolution. Create, categorize, prioritize, assign, and document incidents and service requests accurately in Zendesk in accordance with defined SLA and queue standards. Provide Level 1 support for Microsoft 365, common business applications, end-user hardware, peripherals, printers, and standard connectivity issues. Perform approved Active Directory and identity tasks such as password resets, account unlocks, and basic access provisioning within documented procedures. Set up and support desktops, laptops, mobile devices, and peripherals when assigned, including remote or onsite troubleshooting as appropriate to the work assignment. Maintain clear, professional customer communication throughout the ticket lifecycle, including status updates, information requests, resolution confirmation, and closure notes. Escalate unresolved or out-of-scope work to Level 2 or the Service Desk Team Lead/designated Escalation Point with complete troubleshooting history, impact, evidence, and a clear next-action request. Route monitoring, alerting, patching, preventative-maintenance, backup/DR, or other NOC-owned activities through the established Service Desk-to-NOC workflow when required. Follow documented shift-handover procedures so open work, customer commitments, next actions, and escalations remain visible across 24x7 coverage. Adhere to security, data-protection, access-control, documentation, and customer-specific support requirements. Create or improve knowledge-base content and standard procedures when repeatable solutions or documentation gaps are identified. Perform other approved Service Desk duties within Level 1 scope as business needs require. Education High school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or a related technical field preferred. Equivalent relevant technical training, certifications, and professional experience will be considered. Knowledge & Experience 1+ years of experience in a service desk, help desk, desktop support, or technical support role preferred. Basic understanding of SLAs, ticket workflows, incident prioritization, queue ownership, and customer communication. Familiarity with Windows desktop operating systems, Microsoft 365, Active Directory, and basic networking concepts including Wi-Fi, LAN/WAN, DNS, DHCP, and VPN connectivity. Experience with ticketing or ITSM platforms; Zendesk experience is preferred. Ability to troubleshoot common end-user hardware, software, printer, application, and connectivity issues using documented procedures. Strong customer-service orientation with the ability to communicate technical concepts clearly to non-technical users. Ability to document troubleshooting steps, outcomes, customer communication, and next actions accurately and consistently. Ability to manage multiple concurrent tickets and priorities in a 24x7, high-volume support environment. Preferred Certifications CompTIA A+. CompTIA Network+ or CCNA. ITIL Foundation. Relevant Microsoft certifications Work Conditions This role supports a 24x7 staffed Service Desk and requires availability for the employee's assigned shift. Assigned schedules may include daytime, evening, overnight, weekend, and holiday coverage based on operational staffing requirements. Work arrangement may be remote, hybrid, or onsite based on assignment and operational requirements. Remote or hybrid assignments require a dedicated, professional workspace with reliable high-speed internet and secure connectivity suitable for confidential business and customer support activities. Primarily computer-based support work requiring extended use of ticketing, remote-support, collaboration, and customer-communication tools. #J-18808-Ljbffr BlueAlly