Service Desk Technician

Greetings from Smart IT Frame, Hope you are doing well!!!

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This is Priyanka from Smart IT Frame, We have an excellent opening for the below role,

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Position: Service Desk Engineer

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Location: Scottsdale - Arizona

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Duration: Contract

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Role Summary

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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

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Key Responsibilities

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• Serve as the primary point of contact for IT incidents service requests and user queries
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• Log categorize prioritize track and resolve tickets using ITSM tools
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• Troubleshoot Windows Microsoft 365 Outlook Teams VPN printers hardware software and basic networkconnectivity issues
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• Support password resets account unlocks MFA issues and basic user access management
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• Perform initial troubleshooting and provide firstcontact resolution wherever possible
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• Escalate unresolved incidents to L2L3 support teams and coordinate through closure
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• Monitor ticket queues and ensure SLA compliance
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• Maintain accurate troubleshooting notes and Knowledge Base documentation
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• Provide timely and professional updates to users throughout the ticket lifecycle
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Required Skills

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• Service Desk IT Helpdesk Support
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• Windows Desktop Troubleshooting
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• Microsoft 365 Outlook and Teams
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• Active Directory basics
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• ServiceNow Freshservice or similar ITSM tools
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• VPN and basic networking troubleshooting
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• Incident and Service Request Management
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• SLA and escalation management
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• Basic hardware and peripheral troubleshooting
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• Good verbal and written communication skills
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• Understanding of ITIL processes
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Skills

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Mandatory Skills : Servicedesk

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Apply today or share profiles at priya@smartitframe.com