Service Desk Engineer

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

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

Required Skills

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

Mandatory Skills : Servicedesk

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