What are the responsibilities and job description for the IT Technician Service Desk position at ExecuSource?
IT TECHNICIAN – SERVICE DESK (LEVEL 1)
Location: Greeley, CO (Onsite)
Department: Information Technology
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Position Overview
We are seeking an experienced Level 1 Service Desk Analyst to serve as the primary point of contact for end-user IT support across our organization.
This role delivers first-level technical assistance via phone, chat, remote support tools, and in-person interaction within a fast-paced corporate environment. We are prioritizing candidates with hands-on experience in ServiceNow, Active Directory / Entra ID, Microsoft 365, and corporate service desk operations. Outstanding customer service, clear communication, and the ability to independently resolve issues while knowing when to escalate are essential to success in this role.
Key Responsibilities
Customer Support & Incident Management
Core Experience
Location: Greeley, CO (Onsite)
Department: Information Technology
Schedule: Monday – Friday, 8:00 AM – 5:00 PM
Position Overview
We are seeking an experienced Level 1 Service Desk Analyst to serve as the primary point of contact for end-user IT support across our organization.
This role delivers first-level technical assistance via phone, chat, remote support tools, and in-person interaction within a fast-paced corporate environment. We are prioritizing candidates with hands-on experience in ServiceNow, Active Directory / Entra ID, Microsoft 365, and corporate service desk operations. Outstanding customer service, clear communication, and the ability to independently resolve issues while knowing when to escalate are essential to success in this role.
Key Responsibilities
Customer Support & Incident Management
- Deliver exceptional, customer-focused technical support to end-users across phone, chat, remote support, and in-person touchpoints.
- Utilize ServiceNow to log, categorize, prioritize, track, and document all incidents and service requests while strictly adhering to SLA targets.
- Communicate ticket status updates clearly to end-users throughout the issue lifecycle and properly escalate tickets when higher-level intervention is required.
- Perform user account management and access administration within Active Directory, Entra ID (Azure AD), Exchange Online, and the Microsoft 365 Admin Center.
- Configure and support Multi-Factor Authentication (MFA) using Microsoft Authenticator and security tools.
- Assist with device enrollment, policy checks, and support using Microsoft Intune.
- Troubleshoot Windows 10/11 laptops, desktops, mobile devices, printers, and peripheral hardware.
- Support Microsoft 365 core applications, including Outlook, Teams, OneDrive, and Office productivity tools.
- Provide baseline network and connectivity troubleshooting, including local wireless, VPN, and network printer connections.
- Utilize basic command-line utilities and PowerShell scripts to assist in day-to-day diagnostic and support activities.
- Author and update internal knowledge base articles and technical documentation to streamline team troubleshooting procedures.
Core Experience
- 2 years of dedicated Service Desk or Help Desk experience supporting end-users within a corporate Microsoft environment.
- Proven experience logging, managing, and resolving tickets in ServiceNow or an equivalent enterprise ITSM platform.
- Hands-on experience administering user accounts and permissions in Active Directory and Entra ID (Azure AD) / M365 Admin Center.
- Strong hands-on familiarity supporting Windows 10/11 operating systems and Microsoft 365 applications.
- Proven ability to independently troubleshoot common Level 1 end-user issues and manage multiple concurrent requests in a fast-paced environment.
- Education: Associate degree in Information Technology, Computer Science, MIS, or related field preferred; equivalent hands-on corporate work experience is fully accepted.
- Preferred Experience: Device management with Microsoft Intune, ITIL-aligned processes, or previous support experience within construction, engineering, or professional services sectors.
- Certifications (Nice to Have): CompTIA A , Network , Microsoft Fundamentals, or ITIL Foundations.
- Excellent verbal and written communication skills with a strong, customer-first service mindset.
- Strong self-direction, organizational capabilities, and a structured approach to problem-solving.
- Ability to collaborate effectively and thrive within a supportive, team-driven environment.