IT Service Desk Level 1 Support

Gutor•Houston, TX

4d•$60,000 - $70,000•Onsite

About The Position

The Service Desk Level 1 Support role is the primary contact point for end-users, ensuring quick, efficient, and customer-focused IT assistance. The position handles initial troubleshooting, resolves basic technical issues, and escalates incidents when needed. Central to the IT service support sub-function is the service desk as the single contact point for end-users to record their problems. As Level 1 support, they will try to resolve them, if there is a direct solution or will create an incident that will be escalated. Responsible for providing support to the Support Center Management by producing reports and metrics, managing quality assurance, training and (where appropriate) technical support. A Level 1 (L1) Support Agent is the first line of IT support, responsible for handling incoming requests, resolving common issues, ensuring high service quality, and escalating more complex cases to Level 2 when needed. L1 agents play a key role in maintaining smooth IT operations and ensuring user satisfaction.

Requirements

Bachelor’s degree in an IT-related field.
Minimum of 4 years of proven experience in IT support or service desk roles within an international environment.
Basic IT troubleshooting knowledge (software installation, accounts, access, hardware basics).
Understanding of Jira Service Management workflows.
Ability to use remote support tools such as TeamViewer.
Familiarity with Microsoft 365, Intune, and standard corporate applications.
Strong communication and customer-service mindset.
Ability to follow procedures, checklists, and structured workflows.
Problem-solving mindset and attention to detail.
Proactive approach — monitoring, documenting, and identifying root causes.

Nice To Haves

Proficiency in Spanish.
Knowledge of firewalls, network infrastructure, and IT security principles.
Working knowledge of SAP.
Experience with SolidWorks.
Familiarity with ePlan (electrical design software).

Responsibilities

Act as the first point of contact for all IT incidents and service requests.
Monitor incoming tickets continuously and respond to users as quickly as possible.
Collect all required information from the user to understand and categorize the issue correctly (issue type, request type, impact & urgency).
Attempt first-time resolution whenever possible (password resets, software installations, basic troubleshooting).
Ensure all assigned tickets are resolved and closed within SLA.
Keep users informed regularly about ticket status and follow up until closure.
Perform initial diagnostics and apply known solutions from documentation.
Investigate and reproduce issues (including checking logs, doing tests, remote access via TeamViewer).
Identify if the issue can be solved at L1 or requires escalation.
If L1 cannot resolve the issue, escalate to Level 2 with complete information.
Schedule time with L2 or other teams when needed to ensure resolution progress.
Communicate clearly during handover to avoid delays and rework.
Document solutions for each resolved ticket to support knowledge base development.
Contribute to onboarding materials and instructions for common issues.
Keep internal records and procedural documentation accurate and up to date.
Communicate effectively with end users in a clear and friendly manner.
Cooperate with L2/L3 teams, IT Infrastructure, Applications, and Security teams as needed.
Participate in daily stand-ups or sync meetings to review priorities and escalations.