What are the responsibilities and job description for the Service Desk Analyst (L1) position at TekShapers?
L1 Service Desk Support Engineer
6-12 months
Scottsdale, Arizona 85260
Key Skills: Service Desk, L1 Support, ITSM, Troubleshooting, Windows, macOS, Office 365, VPN, TCP/IP, Wi-Fi, Ticketing, Incident Management
Key Responsibilities:
- Handle user requests via phone, chat, and email.
- Log, categorize, and track tickets using ITSM tools.
- Troubleshoot Windows/macOS, Office applications, VPN, printers, Wi-Fi, and basic networking issues.
- Escalate complex issues to L2/L3 teams.
- Document troubleshooting steps and maintain knowledge articles.
Required Skills:
- 2–4 years of IT Service Desk / Technical Support experience.
- Strong communication and customer-service skills.
- Basic knowledge of Windows, macOS, Office 365, TCP/IP, Wi-Fi, and VPN.
- ITIL Foundation or CompTIA A preferred.
Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.