Job Description
Greetings from Smart IT Frame, Hope you are doing well
This is Priyanka from Smart IT Frame, We have an excellent opening for the below role,
Position: Service Desk Engineer
Location: Scottsdale - Arizona
Duration: Contract
Role Summary
We are looking for a Service Desk Engineer to provide L1 technical support to end users manage incidents and service requests and ensure timely resolution in line with defined SLAs
Key Responsibilities
- Serve as the primary point of contact for IT incidents service requests and user queries
- Log categorize prioritize track and resolve tickets using ITSM tools
- Troubleshoot Windows Microsoft 365 Outlook Teams VPN printers hardware software and basic networkconnectivity issues
- Support password resets account unlocks MFA issues and basic user access management
- Perform initial troubleshooting and provide firstcontact resolution wherever possible
- Escalate unresolved incidents to L2L3 support teams and coordinate through closure
- Monitor ticket queues and ensure SLA compliance
- Maintain accurate troubleshooting notes and Knowledge Base documentation
- Provide timely and professional updates to users throughout the ticket lifecycle
Required Skills
- Service Desk IT Helpdesk Support
- Windows Desktop Troubleshooting
- Microsoft 365 Outlook and Teams
- Active Directory basics
- ServiceNow Freshservice or similar ITSM tools
- VPN and basic networking troubleshooting
- Incident and Service Request Management
- SLA and escalation management
- Basic hardware and peripheral troubleshooting
- Good verbal and written communication skills
- Understanding of ITIL processes
Skills
Mandatory Skills : Servicedesk
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