Service Desk L1 support at Omaha, NE, Scottsdale, AZ, Kansas City, MO

• User Support: Answer incoming calls, chats, and emails from users needing tech help.
• Incident Management: Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
• Basic Troubleshooting: Fix common issues like password resets, printer connections, basic software installations, and VPN access.
• Escalation: Route complex or unresolved issues to appropriate Level 2/3 technical teams.
• Documentation: Record clear troubleshooting steps and update knowledge base articles.

• Communication: Clear verbal and written skills to explain fixes to non-technical users.
• Technical Basics: Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
• Experience: 2 to 4 years of experience in an IT support or customer service role.
• Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft equivalents.
• Work Style: Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.

Pay: $16.00 - $17.00 per hour