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Service Desk Engineer (L1 Technical Support)

A3N consulting LlcPhoenix, AZ🇺🇸United StatesPosted 20 Jul 2026

Why This Role Stands Out

Advance your technical support career in this on-site Service Desk Engineer role, where you'll gain valuable experience resolving diverse end-user issues and contribute to client success. You'll thrive if you possess strong communication, problem-solving skills, and a foundational understanding of ITIL methodologies. This is an excellent opportunity to hone your technical expertise and grow within a dynamic support environment.

Quick Overview

Work Type
On Site
Level
Mid Senior

Job Description

JD:
 
Title: Service Desk Engineer (L1 Technical Support)
Location: Phoenix, Arizona, USA (Onsite)
Experience: 3–5 Years
Employment Type: Contract

Job Description
This opportunity is with LTM for the position of Engineer Service Desk Operations. The role requires providing phone, ESS tickets, and chat support for end users for one of our prestigious clients.
This is an L1 role where the incumbent is expected to be aware of ITIL methodologies:
  • Incident
  • Service Request
  • Change
  • Problem
The role demands excellent communication skills (oral and written), good customer handling skills, and excellent collaboration skills with the ability to work in a 24X7 shift environment.
The person will contribute towards effective resolution of issues and achieving project deliverables, SLAs, KPIs, and improvements.
The ideal candidate must have hands-on experience resolving technical issues over phone, chat, and emails.
 
L1 Technical Support
  • Handling all inbound calls, chats, and emails in service desk.
  • Handling basic L1 level queries from end users.
  • Diagnose and quickly resolve a wide range of Windows application issues.
  • Basic troubleshooting knowledge for internet, LAN/WAN connectivity, and VPN issues.
  • Escalate issues/problems to appropriate resolver groups using IT Ticketing System.
  • Install, upgrade, support, and troubleshoot printers and computer hardware.
  • Perform general preventative maintenance tasks on computers, laptops, and printers.
  • Customize and configure desktop hardware to meet specifications and business standards.
  • Email account administration:
    • Account creation and management
    • Distribution lists on Office 365
  • User account administration:
    • Account creation and management
    • Password resets on Active Directory
  • Familiarize end users with basic software, hardware, and peripheral device operation.
  • Take ownership of queries/issues/problems and document them in ITSM Tool.
  • Configure iPad/iPhone/Android devices for users.
  • Basic knowledge of:
    • Networking
    • Virtualization
    • Outlook
    • Windows
    • Mac OS
    • Web-based and installable applications
  • Strong knowledge of MFA configuration.
Customer Focus
  • Providing timely and accurate resolution of technical issues experienced by users.
  • Excellent communication skills.
  • Identify and escalate severe issues that could cause production impact.
Technical Skillset (Need to Know)
  • Networking experience in LAN/WAN environment.
  • Good knowledge of Active Directory.
  • Citrix.
  • O365.
  • Microsoft Windows.
  • Mobile Operating Systems (Android/iOS).
  • Antivirus.
  • SharePoint.
  • Laptop/Desktop/Tablet troubleshooting.
  • VPN Troubleshooting (Cisco VPN).
  • MFA.
Technical Skillset (Good to Know)
  • Knowledge of Infrastructure Exchange Server Technologies.
  • Virtualization (VMware, Cloud, Azure).
  • Hands-on experience working in ServiceNow ticketing tool.
Skills
Mandatory Skills:
  • Service Desk
Good to Have Skills:
  • Jira Service Desk
  • Windows Server

Skills

Jira

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