Service Desk Specialist L1

The Service Desk Specialist L1 plays a critical role in ensuring the stability and reliability of IT systems and infrastructure to ensure the timely and quality delivery of IT services.

The Analyst monitors and analyzes alerts; identifies and confirms potential incidents; perform basic troubleshooting if possible; and coordinates / collaborates closely with cross-functional teams to resolve, in a timely manner, the confirmed incident to minimize service disruptions.

Minimum Qualifications

Bachelor’s degree in IT or related field preferred

3+ years of experience in a service desk, help desk, or technical support role

Strong understanding of Windows and/or macOS operating systems

Familiarity with Microsoft 365, Active Directory, and common business applications

Basic knowledge of networking concepts (TCP/IP, DNS, VPN, Wi-Fi)

Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk, Freshservice)

Excellent problem-solving and customer service skills

Strong verbal and written communication abilities

Ability to manage multiple tasks and prioritize effectively