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# Level 1 Service Desk Support

- **Company:** The Miles
- **Location:** Charlotte, NC, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Desktop Computing, Multi-Factor Authentication, Issue Tracking Systems, Internetworking, Networking Basics, Information Technology, Workday
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cc632561c6313bbf

## About the Role

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

Experience:

 * Minimum of 1-2 years of experience in a service desk or technical support role
 * Experience providing Tier 1 telephone support, preferably for HR and ERP systems including Workday.
 * Previous experience working in a government agency or call center environment is a plus.

Technical Skills:

 * Proficiency in remote troubleshooting and diagnostic techniques.
 * Familiarity with IT Service Management (ITSM) platforms for ticket creation and management.
 * Strong understanding of personal computing, operating systems, and application support.
 * Basic knowledge of networking principles and internet connectivity.

Customer Service Skills:

 * Excellent communication skills, both verbal and written.
 * Strong customer service orientation with a focus on problem-solving and resolution.
 * Ability to handle frustrated or upset customers professionally and empathetically.

Soft Skills:

 * Strong organizational skills and attention to detail.
 * Ability to work effectively in a team-oriented environment
 * Excellent time management skills and the ability to prioritize tasks.

## Description

Miles Enterprise Solutions is looking for a Level 1 Service Desk Support Analyst to support a Public Sector client. An ideal candidate is someone who has prior service desk experience and provides great customer service.

Level 1 Service Desk Duties and Requirements:

 * Serving as the first point of contact for customers seeking technical assistance over the phone.
 * Performing remote troubleshooting through diagnostic techniques and pertinent questions.
 * Respond to technical IT assistance requests using a ticketing system.
 * Create, maintain and monitor helpdesk tickets and insure they are properly entered into the ITSM platform.
 * Determining the best solution based on the issue and details provided by customers.
 * Maintain a high level of technical proficiency in the area of personal computing and application support.
 * Walk the customer through the multi-factor authentication process.
 * Direct unresolved issues to the next level of support personnel.
 * Identify and suggest possible improvements on procedures.
 * Pass on any feedback or suggestions by customers to the appropriate internal team.


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