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# IT Service Desk Level 1 Support

- **Company:** GUTOR INCORPORATED
- **Location:** Houston, TX, United States
- **Salary:** $60,000 - $70,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Windows, JIRA, Cyber Security, SolidWorks (CAD), Information Technology Operations, Knowledge Management, Network Architecture, Remote Access Technology, Remote Service Software, TeamViewer, Firewalls (Computer Science), Microsoft InTune, Eplan
- **Published:** November 12, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=036afcb70a790d05

## About the Role

* Bachelor's degree in an IT-related field.
 * Minimum of 4 years of proven experience in IT support or service desk roles within an international environment.
 * Basic IT troubleshooting knowledge (software installation, accounts, access, hardware basics).
 * Understanding of Jira Service Management workflows.
 * Ability to use remote support tools such as TeamViewer.
 * Familiarity with Microsoft 365, Intune, and standard corporate applications.
 * Strong communication and customer-service mindset.
 * Ability to follow procedures, checklists, and structured workflows.
 * Problem-solving mindset and attention to detail.
 * Proactive approach - monitoring, documenting, and identifying root causes. The position is not eligible for employer-sponsored visa now or in the future.
*, * Proficiency in Spanish.

 * Knowledge of firewalls, network infrastructure, and IT security principles.
 * Working knowledge of SAP.
 * Experience with SolidWorks. Familiarity with ePlan (electrical design software).
*, * High first-contact resolution rate.

 * Low number of overdue tickets and SLA breaches.
 * Accurate categorization and documentation of tickets.
 * Consistent communication with end users.
 * Effective collaboration with L2 and other IT teams.

## Description

A Level 1 (L1) Support Agent is the first line of IT support, responsible for handling incoming requests, resolving common issues, ensuring high service quality, and escalating more complex cases to Level 2 when needed.

L1 agents play a key role in maintaining smooth IT operations and ensuring user satisfaction., 1. Ticket Handling & Monitoring

 * Act as the first point of contact for all IT incidents and service requests.
 * Monitor incoming tickets continuously and respond to users as quickly as possible.
 * Collect all required information from the user to understand and categorize the issue correctly (issue type, request type, impact & urgency).
 * Attempt first-time resolution whenever possible (password resets, software installations, basic troubleshooting).
 * Ensure all assigned tickets are resolved and closed within SLA. Keep users informed regularly about ticket status and follow up until closure.
*

 2. Troubleshooting & Issue Resolution
 * Perform initial diagnostics and apply known solutions from documentation.
 * Investigate and reproduce issues (including checking logs, doing tests, remote access via TeamViewer). Identify if the issue can be solved at L1 or requires escalation.
*

3. Escalation Management

 * If L1 cannot resolve the issue, escalate to Level 2 with complete information.
 * Schedule time with L2 or other teams when needed to ensure resolution progress. Communicate clearly during handover to avoid delays and rework.
*

4. Documentation & Knowledge Management

 * Document solutions for each resolved ticket to support knowledge base development.
 * Contribute to onboarding materials and instructions for common issues. Keep internal records and procedural documentation accurate and up to date.
*