Information Technology Service Desk

***US Citizenship Required***

***NO VISA SUPPORT or C2C***

***On-Site in OKC Required***

Primary Function:

We are seeking a highly skilled, motivated, and flexible professional
Tier 1 Service Desk Technician
who will play a key role in our technology team. As a Tier 1 Service Desk Technician, you are the first point of contact for team members' technical support, you will be responsible for diagnosing and resolving basic technical issues, delivering high-quality and consistent customer service, and escalating more complex problems to higher-tier support when appropriate. The ideal candidate brings sound judgment, adaptability, and a team-first mindset, with the flexibility to step in when critical issues require attention. Hours and on-call needs vary; flexibility is expected as part of the role.

Essential Responsibilities:

1. Serve as the initial point of contact for IT support requests via phone, email, or chat. Log and track all incidents and service requests in the ticketing system.
2. Perform initial diagnostics and provide solutions for common technical issues related to hardware, software, telephone, audio, cameras, and network connectivity.
3. Assist users with password resets, account unlocks, and basic software installations and configurations.
4. Maintain detailed records of issues and resolutions. Create and update knowledge base articles and FAQs.
5. Identify and escalate unresolved or complex issues to Tier 2 or higher support teams in a timely manner.
6. Deliver high-quality customer service by communicating effectively with users, managing their expectations, and ensuring a positive support experience.
7. Monitor system alerts and notifications to proactively address potential issues before they impact users.
8. Adhere to IT policies and procedures, ensuring that all actions and solutions comply with organizational standards and guidelines.
9. Perform efficient new employee onboarding to ensure quick access to systems and resources.
10. Execute workstation setups for new or relocating users.

Work Conditions & Physical Requirements:

• Office-based with some travel to secure facilities and partner sites as required.
• May require occasional work outside normal business hours to support operations and incident response.

Job Requirements:

Minimum Requirements:

• Associate's degree in IT, Computer Science, or technical field and/or IT certifications (i.e.: CompTIA A+, ITIL, Microsoft 365, etc.).
• Technically capable and a self-starter with strong organizational, interpersonal and customer service skills, both written and verbal.
• Clear communication, patience, problem-solving, and ability to follow documented processes.
• Ability to multitask, work under pressure and meet timelines on deliverables.
• High proficiency/experience working within a ticketing system.
• Basic technical knowledge of laptop/desktop hardware, remote support tools and associated diagnostic tools to perform diagnostics.
• Basic knowledge in operating systems and common software applications to perform basic troubleshooting.
• Ability to work both independently and within a team. Willing to collaborate, share ideas openly and learn.
• Demonstrated understanding of, sensitivity to, and respect for working in a highly collaborative environment with diverse populations

Preferred Requirements:

• CompTIA Security+ Certification
• Working knowledge of Insider Threat and Industrial Security Program requirements.
• Familiarity with network security principles.

Position Benefits

As a full-time employee of Long Wave, you are eligible for our benefits package including:

• Competitive Salary
• Medical, Dental & Vision coverage
• 401k
• Educational Assistance
• Life Insurance
• Employee Assistance Programs & Work/Life Solutions
• Paid Time Off
• This position's standard work schedule is a 9/80. The 9/80 schedule allows employees who work a nine-hour day Monday through Thursday to take every other Friday off.

EOE AA M/F/Vet/Disability