IT Support Engineer L1

Brenntag • Orlando, FL

1d

About The Position

This role focuses on providing technical support and troubleshooting for software and hardware issues within a Windows environment. The IT Support Engineer L1 will be responsible for resolving user-reported problems, managing support tickets, and contributing to the knowledge base. Excellent customer service and communication skills are essential for interacting with end-users and managing expectations during technical disruptions.

Requirements

• High school diploma or GED required.
• 1–2 years of experience in a help desk, IT support, or desktop support role.
• Proficiency in troubleshooting Windows 10/11 environments.
• Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar).
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop).
• Strong verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Excellent time management and ability to prioritize multiple open tickets.
• Patient, empathetic, and professional demeanor under pressure.
• Self-motivated with a desire to learn and grow within IT.

Nice To Haves

• Associate's or bachelor’s degree in IT, Computer Science, or related field preferred.
• IT licenses.
• macOS experience a plus.
• CompTIA A+, CompTIA Network+, or ITIL Foundation certification.
• Bilingual (English/French) a plus for the Montreal location.
• Experience in a corporate or enterprise IT environment.

Responsibilities

• Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations.
• Assist with network connectivity issues (Wi-Fi, VPN, LAN).
• Perform basic Active Directory tasks: password resets, account unlocks, user provisioning.
• Support onboarding and offboarding processes including equipment setup and decommissioning.
• Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent).
• Accurately document troubleshooting steps, resolutions, and recurring issues.
• Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation.
• Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools.
• Set and manage user expectations regarding resolution timelines.
• Follow up on open tickets to ensure user satisfaction and timely closure.
• Act as a calm, reliable point of contact during technical disruptions.

Benefits

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED