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# IT Technician I - Service Desk

- **Company:** IES Inc
- **Location:** Sugar Land, TX, United States (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Issue Tracking Systems, Virtual Private Networks (VPN), Knowledge Management, Microsoft Office, Network Attached Storage (Server Appliance), Windows Remote Assistance, Remote Desktop Services, Runbook, Microsoft SharePoint, TCP/IP, Office365, Information Technology
- **Published:** October 7, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c502815efe28b119

## About the Role

* Associate's degree in Computer Science, Information Technology, or a related field; or equivalent combination of education and experience preferred., * 0-1 year of experience in a help desk, technical support, or customer service role.
 * Hands-on familiarity with Windows 11 and Microsoft Office 365 in a professional or academic environment.

Technical Skills

 * Windows 11 - installation, configuration, and basic troubleshooting
 * Microsoft Office 365 - Outlook, Teams, Word, Excel, SharePoint
 * Active Directory - basic user and account management, password resets, MFA support
 * Remote desktop and remote assistance tools (e.g., Remote Desktop Protocol, Quick Assist)
 * Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
 * Freshservice or comparable ITSM platform - ticket intake, categorization, and knowledge base use

Certifications

 * CompTIA A+ (preferred)
 * Microsoft 365 Certified: Fundamentals (MS-900) (preferred)

 * ITIL Framework familiarity and certification (ITIL Foundation) is a plus

Additional Qualifications

 * Strong verbal and written communication skills
 * Eagerness to learn and grow in a technical environment
 * Attention to detail and accurate documentation habits
 * Collaborative, team-oriented attitude
 * Ability to work calmly and effectively under pressure

## Description

The IT Technician I serves as a Tier 1 (L1) Frontline Support resource for the IT Service Desk. This entry-level role is the first point of contact for all incoming incidents and service requests, providing initial triage, basic troubleshooting, and accurate ticket documentation and routing. The IT Technician I works under close supervision, uses documented knowledge articles and runbooks to resolve common issues, and escalates complex issues to Tier 2 or higher with complete documentation., Support & Troubleshooting

 * Serve as the first point of contact for all inbound IT support requests via phone, email, chat, and the ticketing system.
 * Perform initial triage and troubleshooting using documented knowledge articles, scripts, and runbooks.
 * Diagnose and resolve common, low-complexity issues including basic hardware, software, and peripheral problems, known errors, and how-to questions.
 * Assist end users with Windows 11 operating system issues, configurations, and updates.
 * Support Microsoft Office 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
 * Perform basic Active Directory tasks such as password resets, account unlocks, multi-factor authentication (MFA) support, and user account creation and termination processes.
 * Assist with initial setup, imaging, and deployment of end-user devices, including phone and tablet provisioning.
 * Support distribution list and shared mailbox administration.
 * Assist with VPN access requests and basic connectivity troubleshooting.
 * Support network drive access and mapping requests.
 * Validate user identity and follow security procedures before performing account changes.

Ticket & SLA Management

 * Accurately log, categorize, and document all incidents and service requests in the ticketing system, ensuring accurate user, asset, category, and impact details.
 * Apply correct priority and SLA alignment, and meet established SLA response and resolution targets.
 * Fulfill approved, low-risk service requests such as standard software installs and access provisioning using service catalog workflows, validating required approvals are in place.
 * Escalate unresolved or complex issues to Tier 2 with complete documentation, including steps taken, findings, and user impact.
 * Maintain accurate ticket notes and closure codes.

Knowledge Management Support

 * Utilize existing knowledge articles and runbooks during troubleshooting.
 * Identify recurring issues and suggest updates when documentation is outdated, incomplete, or could improve self-service resources.
 * Contribute feedback to knowledge articles based on frontline troubleshooting experience.

Customer Service

 * Deliver courteous, professional, and timely technical assistance to end users.
 * Communicate technical information, status updates, and next steps in a clear, non-technical manner.
 * Follow up with users to confirm issue resolution and ensure satisfaction.