What are the responsibilities and job description for the Service Desk Technician (Level 1) position at United Flow Technologies?
United Flow Technologies is a platform established in July 2021 to invest in the municipal and industrial water and wastewater market. UFT has partnered with market leading businesses to create a national provider of process, pump, automation & control, and other equipment solutions. And we’re just getting started making strategic partnerships to provide clean water across the country!
United Flow Technologies (UFT) is hiring a Level 1 Service Desk Technician to serve as the first point of contact for IT support across UFT and its operating companies. This role manages incoming calls and tickets through ManageEngine ServiceDesk Plus (SDP), taking issues from intake through resolution.
This is a hands-on technical role requiring experience with Microsoft Intune, Entra ID, Microsoft 365, and basic network and systems troubleshooting. This position requires working on-site in our Irving, TX office with occasional travel.
UFT’s multi-company environment offers variety and requires someone who is adaptable, resourceful, customer-focused, and comfortable troubleshooting in a changing environment.
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Service Desk Operations & Ticket Ownership
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Serve as the primary point of contact for IT support. Answer inbound calls promptly and professionally, and act as the intake point for all issues and requests entering IT.
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Create, triage, categorize, and prioritize tickets in ManageEngine SDP in accordance with established service levels and ITIL-aligned incident and service request workflows.
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Own assigned tickets end to end: drive resolution, keep users informed with proactive status updates, and close with complete resolution notes and accurate time entry.
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Escalate to Tier 2 / Tier 3 with a complete diagnostic picture; symptoms, troubleshooting already performed, affected users, and business impact.
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Recognize the difference between an isolated issue and an emerging systemic outage and escalate broad-impact events immediately with a clear scope assessment.
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Contribute knowledge base articles and end-user guidance that shift repeat issues toward self-service resolution.
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Provide shift coverage that keeps the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts.
Identity, Endpoint & Microsoft 365 Administration
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Entra ID: Perform user lifecycle tasks including account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment.
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Sign-in troubleshooting: Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately.
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Intune: Enroll, configure, and remediate Windows endpoints; Autopilot enrollment, compliance and configuration policy troubleshooting, application deployment, and remote device actions.
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Microsoft 365: Support Exchange Online (mailbox permissions, shared mailboxes, distribution groups, mail flow and quarantine review), Teams, and SharePoint / OneDrive sync and permissions.
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Mobile devices: Support enrollment, compliance, and troubleshooting for corporate and BYOD mobile devices.
Network & Systems Troubleshooting
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Diagnose common connectivity problems across DNS, DHCP, IP addressing, VLANs, and wired and wireless access. This includes basic switch port verification.
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Support remote access clients end to end: installation, authentication, certificate and profile issues, and connectivity troubleshooting.
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Perform routine Active Directory tasks and understand how on-premises directory objects synchronize to Entra ID in a hybrid environment.
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Handle first-level Windows Server support such as file share and NTFS permissions, print services, and recognizing Group Policy-driven symptoms.
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Support printers, scanners, peripherals, and conference room A/V at headquarters and remotely for operating company sites.
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Use vendor support channels and internal documentation effectively, and know when a problem belongs with infrastructure, network, or security engineering.
Process, Documentation & Continuous Improvement
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Maintain accurate configuration and asset data, including hardware assignment, warranty, and lifecycle status.
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Document repeatable procedures so that solutions are transferable across the service desk team rather than held individually.
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Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations.
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Support IT projects as assigned. This may include endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work.
Required:
- Two to four years of hands-on service desk (call center environment), help desk, or desktop support experience, including demonstrated work beyond password resets and basic Tier 1 request fulfillment.
- Demonstrable working experience administering Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.
- Strong Windows 10/11 troubleshooting skills, including profile, driver, performance, update, and application issues.
- Working knowledge of core networking concepts: TCP/IP, DNS, DHCP, VLANs, wireless, and VPN / remote access.
- Experience working tickets in an enterprise ITSM platform, with a track record of accurate, timely, and complete documentation.
- Excellent phone presence and the ability to explain technical concepts clearly and patiently to non-technical users at every level of the business.
- Sound judgment about when to solve, when to research, and when to escalate.
- Confidence to work independently and the discipline to follow process.
- Ability to work 100% onsite, Monday through Friday, on either the 7:00 AM–4:00 PM CST or 9:00 AM–6:00 PM CST shift as assigned.
- High school diploma or GED required.
- Exceptional interpersonal skills.
- Ability to lift and move equipment weighing up to 50 pounds, and to bend, kneel, or reach when installing or servicing hardware and workstations.
Preferred:
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Associate or bachelor’s degree in Information Technology or a related field preferred, or equivalent practical experience.
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ManageEngine ServiceDesk Plus experience; power user or administrator, including request templates, workflow and SLA configuration, or reporting.
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Familiarity with Fortinet switching or Zscaler Private Access.
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Basic PowerShell scripting for bulk administration and reporting tasks.
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Relevant certifications: Microsoft MD-102, SC-300, or MS-900; CompTIA A or Network ; ITIL v4 Foundation.
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Experience supporting a multi-site, multi-company, or acquisition-driven environment with heterogeneous tooling and legacy systems.
Join our team to innovate the future of water and wastewater. You’ll collaborate with coworkers who are the best and the brightest, challenge yourself on exciting work, and help build the best water and wastewater platform company in the U.S.
UFT is an Equal Opportunity Employer - race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristics protected by applicable law.