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# Engineer - Cloud & Infra Management

- **Company:** LTM Inc
- **Location:** Frisco, TX, United States
- **Salary:** $50,000.0 - $55,000.0
- **Contract:** Internship / Graduate position
- **Skills:** Microsoft Windows, Active Directory, Software Applications, JIRA, Cloud Computing, Computer Networks, Issue Tracking Systems, Windows Servers, Information Technology, Servicenow, User Accounts
- **Published:** August 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=dce71a5db4be7295

## About the Role

* Bachelors degree or diploma in Information Technology Computer Science or a related field
 * 13 years of experience in IT Service Desk Help Desk or Technical Support
 * Basic understanding of Windows operating systems Microsoft 365 Active Directory and networking concepts
 * Familiarity with ITSM tools such as ServiceNow Remedy Jira Service Management or similar
 * Strong problemsolving and troubleshooting skills
 * Excellent communication and customer service abilities

Skills
Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server

## Description

The Service Desk Analyst is responsible for providing firstlevel technical support to end users resolving ITrelated issues and ensuring excellent customer service The role involves incident management request fulfillment troubleshooting hardware and software problems and escalating complex issues to appropriate support teams, * Serve as the first point of contact for IT support requests via phone email chat or ticketing system

 * Log track prioritize and resolve incidents and service requests according to SLAs
 * Troubleshoot hardware software network and application issues
 * Provide support for desktops laptops printers mobile devices and peripheral equipment
 * Install configure and maintain standard software applications
 * Manage user accounts passwords and access permissions
 * Escalate unresolved issues to higherlevel support teams when necessary
 * Monitor and follow up on open tickets to ensure timely resolution
 * Maintain accurate documentation of incidents solutions and knowledge base articles
 * Educate users on IT policies procedures and best practices
 * Support onboarding and offboarding activities including account setup and equipment allocation
 * Participate in continuous improvement initiatives to enhance service delivery


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