Job Title : Service Desk Engineer (L1 Support)
Job Location : Scottsdale, AZ
Position Summary
We are seeking a Service Desk Engineer (L1 Support) to provide technical support through phone calls, chat, emails, and self-service (ESS) tickets for end users. The role requires strong customer service skills, technical troubleshooting expertise, and familiarity with ITIL processes.
The ideal candidate should possess hands-on experience in supporting Windows environments, Active Directory, Office 365, networking, virtualization technologies, and end-user devices. This position operates in a 24x7 shift environment and requires excellent communication, collaboration, and problem-solving skills
Required Technical Skills
Endpoint & Operating Systems
- Microsoft Windows
- Mac OS
- Mobile Operating Systems (Android & iOS)
- Desktop/Laptop/Tablet Troubleshooting
Identity & Collaboration
- Active Directory
- Office 365 (O365)
- SharePoint
- Multi-Factor Authentication (MFA)
Networking
- LAN/WAN Fundamentals
- Internet Connectivity Troubleshooting
- VPN Support
- Cisco VPN
Virtualization & Remote Access
- Citrix
- Virtual Desktop Infrastructure (VDI)
Security
- Antivirus Solutions
- User Access Management
- MFA Configuration and Support
Service Management
- ITIL Framework
- Incident Management
- Service Request Management
- Change Management
- Problem Management
- ITSM Tools
Required Qualifications
- Experience working in a 24x7 Service Desk / Help Desk environment.
- Strong verbal and written communication skills.
- Excellent customer service and stakeholder management skills.
- Ability to troubleshoot issues remotely through phone, chat, and email.
- Understanding of ITIL processes and service management best practices.
- Strong documentation and collaboration skills.
Mandatory Skills
- Service Desk Support
- ITIL Processes
- Active Directory
- Office 365
- Windows Administration
- VPN Troubleshooting
- MFA Support
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
