IT Help Desk Agent - Hybrid

The L1 Help Desk Agent serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt, professional, and effective support for hardware, software, and network-related issues via phone, email, chat, and ticketing systems. The L1 agent triages incoming requests, resolves common issues independently, and escalates complex problems to L2/L3 support teams as needed., + Serve as the primary point of contact for all inbound technical support requests via phone, email, chat, and ticketing portal.

• Log, categorize, prioritize, and track all incidents and service requests in the ITSM ticketing system (e.g., ServiceNow, Jira, or Zendesk).

• Diagnose and resolve common technical issues including password resets and account unlocks, hardware and peripheral troubleshooting, software installation and configuration, VPN and remote access support, Microsoft 365 and Google Workspace issues, and network and Wi-Fi connectivity problems.

• Follow documented Standard Operating Procedures (SOPs) and knowledge base articles to resolve issues efficiently and consistently.

• Escalate unresolved or complex tickets to L2/L3 teams with thorough documentation of all troubleshooting steps taken.

• Communicate clearly and professionally with end users throughout the full lifecycle of each ticket.

• Maintain ownership of tickets until resolution or proper handoff is confirmed.

• Contribute to the internal knowledge base by documenting new solutions and workarounds discovered during ticket resolution.

• Meet or exceed defined SLA targets for response time, first-contact resolution rate, and customer satisfaction scores.

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

• Zero to two years of experience in a help desk, technical support, or customer service role.

• Working knowledge of Windows 11 operating system; macOS familiarity a plus.

• Familiarity with Active Directory user and group management, including password resets and account provisioning.

• Understanding of basic network topology and hardware. How devices connect from the ISP modem to the router, to switches, and out to end-user devices.

• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.

• Experience using an ITSM ticketing system such as ServiceNow, Remedy, Jira Service Management, or similar platform.

• Strong verbal and written communication skills with the demonstrated ability to explain technical concepts clearly to non-technical users.

• Customer-focused mindset with a professional, patient, and empathetic demeanor., + ITIL v4 Foundation certification or demonstrated working knowledge of ITIL service management concepts.

• Experience supporting Microsoft 365 environments including Exchange Online, Teams, and SharePoint.

• Familiarity with remote desktop and remote support tools such as TeamViewer, AnyDesk, or SCCM.

• Experience with VoIP phone hardware and setup (desk phones, PoE switches, cabling) is a plus.

• Multilingual communication skills a plus.

• You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more.

• You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off.

• You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program., + Compensation based on position, education and experience. Bi-weekly paid.

• $23.42-26.50 hourly rate.

• This position is also eligible for our Support Central bonus program which is based on annual achievement of company performance.

• Health and Wellness Benefits

• Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection.

• Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company.

• Employee perks/discounts

• Education assistance including tuition reimbursement

• Childcare discount available to all employees

• Corporate partner Discounts

• This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act.