Level 1 Service Desk Technician

Job Title: Level 1 Service Desk Technician (IT Support Specialist)

Role Overview
We are seeking a proactive, customer-focused Level 1 Service Desk Technician to join our enterprise IT support team. In this role, you will serve as the initial point of contact for office and remote personnel, providing front-line technical support, troubleshooting hardware/software incidents, and fulfilling IT service requests across a regional footprint.

This is a dynamic, high-impact role requiring a solid technical foundation in desktop operating systems, cloud productivity suites, and basic networking principles. You will manage incoming tickets via our ITSM platform, adhere to strict service level agreements (SLAs), and collaborate closely with Tier 2 and engineering teams to ensure rapid incident resolution. If you excel at problem-solving and delivering exceptional customer service in a fast-paced environment, we want to hear from you.

Key Responsibilities
Incident Management & Technical Support
• First Point of Contact: Receive, record, categorize, and prioritize incoming IT service requests, incidents, and alerts via the enterprise ticketing system.
• Endpoint Troubleshooting: Provide Tier 1 diagnostic support for Windows workstations, macOS devices, mobile hardware, peripherals, and network printers.
• Core Software Support: Troubleshoot and administer user access within Microsoft 365, Teams, Active Directory, and device management consoles (e.g., Intune).
• Network Diagnostics: Resolve basic network connectivity issues (IP configurations, DNS, DHCP, and remote VPN troubleshooting).

Service Fulfillment & Administration
• Provisioning: Execute standard service requests, including user onboarding account setups, access provisioning, software installations, and hardware deployments.
• Documentation: Maintain accurate, detailed resolution logs within the ITSM platform and contribute technical troubleshooting steps to internal knowledge base articles.
• Escalation Management: Efficiently route unresolved, recurring, or high-impact technical incidents to appropriate Tier 2/3 specialist teams.

Collaboration & Compliance
• SLA Adherence: Monitor round-robin ticket queues, meeting established response and resolution SLAs.
• Process Alignment: Follow ITIL-aligned incident, request, and change management workflows, participating in after-hours support rotations as required.

Qualifications & Requirements
Minimum Qualifications
• Education: High School Diploma or GED required (Associate's or Bachelor's degree in Information Technology or a related field preferred).
• Experience Baseline: Minimum of 2 years of professional IT support, help desk, or desktop technician experience.
• Technical Mastery:
oStrong proficiency with Microsoft 365 administration, Windows 11, macOS, iOS, Active Directory, and endpoint management tools (Intune).
oHands-on experience troubleshooting physical hardware, peripherals, and network printers.
oDirect experience working within enterprise ITSM ticketing platforms (e.g., Freshservice, ServiceNow, Zendesk) with active SLA awareness.
• Core Competencies: Excellent verbal and written communication skills; superior customer service orientation; ability to manage multiple competing priorities in a fast-paced setting.

Preferred Attributes
• Formal ITIL Foundation certification.
• Industry certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Fundamentals.

Equal Opportunity Employer / Disabled / Protected Veterans

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The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants w