IT Service Desk Level 1 Support

Gutor • Houston, TX

1d • $60,000 - $70,000

About The Position

Gutor is an international manufacturer of UPS systems for industrial applications, with more than 75 years in business and over 600 employees in more than 30 countries. The IT Service Desk Level 1 Support Agent is the first line of IT support, handling incoming requests, resolving common issues, maintaining service quality, and escalating complex cases to Level 2. The role supports smooth IT operations and user satisfaction by responding to users, troubleshooting issues, managing tickets through resolution, and collaborating with other IT teams.

Requirements

• Bachelor’s degree in an IT-related field.
• At least 4 years of proven experience in IT support or service desk roles within an international environment.
• Basic IT troubleshooting knowledge, including software installation, accounts, access, and 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 skills and a customer-service mindset.
• Ability to follow procedures, checklists, and structured workflows.
• Problem-solving mindset and attention to detail.
• Proactive approach to 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 IT incidents and service requests.
• Monitor incoming tickets and respond to users promptly.
• Collect information to understand and categorize issues, including issue type, request type, impact, and urgency.
• Resolve common issues at first contact where possible, such as password resets, software installations, and basic troubleshooting.
• Ensure assigned tickets are resolved and closed within SLA; keep users informed and follow up through closure.
• Perform initial diagnostics and apply documented solutions.
• Investigate and reproduce issues, including checking logs, testing, and using remote access via TeamViewer.
• Determine whether an issue can be resolved at Level 1 or requires escalation.
• Escalate unresolved issues to Level 2 with complete information and schedule time with Level 2 or other teams when needed.
• Communicate clearly during handovers to avoid delays and rework.
• Document solutions for resolved tickets and contribute to knowledge-base development, onboarding materials, and instructions for common issues.
• Maintain accurate and up-to-date internal records and procedural documentation.
• Communicate clearly and courteously with end users.
• Collaborate with Level 2 and Level 3 teams, IT Infrastructure, Applications, and Security teams as needed.
• Participate in daily stand-ups or sync meetings to review priorities and escalations.

Benefits

• Paid holidays.
• 20 days of vacation paid time off.
• 401(k) plan with up to 6% company matching contribution.
• Cigna dental insurance.
• Cigna vision insurance.
• FSA and HSA savings account options.
• Basic life and AD&D insurance.
• Voluntary supplemental life insurance.
• Health and fitness reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level