What are the responsibilities and job description for the Service Desk Technician position at Smart IT Frame LLC?
Greetings from Smart IT Frame, Hope you are doing well!!!
This is Priyanka from Smart IT Frame, We have an excellent opening for the below role,
Position: Service Desk Engineer
Location: Scottsdale - Arizona
Duration: Contract
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
Skills
Mandatory Skills : Servicedesk
Apply today or share profiles at priya@smartitframe.com