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# IT Service Desk Level 1 Support

- **Company:** Gutor Electronic Americas, LLC
- **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, Information Technology
- **Published:** November 13, 2026
- **Apply:** https://www.careerbuilder.com/job-details/it-service-desk-level-1-support-houston-tx--0166c01e-7bd6-4b32-8330-41dc0813841e

## About the Role

Technical Support, Customer Support/Service, Petrochemicals, Product Design, Oil and Gas, Technical Support, Problem Solving Skills, 1st Level Support, Customer Escalations, Customer Satisfaction, * 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.

5. Collaboration & Communication

 * Communicate effectively with end users in a clear and friendly manner.
 * Cooperate with L2/L3 teams, IT Infrastructure, Applications, and Security teams as needed.
 * Participate in daily stand-ups or sync meetings to review priorities and escalations.