L1 Desktop Support

TEKsystems•New York, NY

2d•Onsite

About The Position

The Support Engineer I provides frontline IT support for SHI International's end client. This role handles initial triage, basic troubleshooting, ticket documentation, and escalation to Level 2 support. The position is highly customer‑facing and requires strong communication skills and comfort working onsite five days per week. This is a long‑term engagement supporting a mission‑critical environment. Candidates must be able to pass and maintain CJIS FBI background clearance.

Requirements

Windows 11
Troubleshooting Windows
Microsoft 365
Help Desk Support
customer service skills
desktop support
SQL troubleshooting
servicenow
jira
tanium
meraki
fortigate firewalls
networking issues
Pass and maintain CJIS FBI background clearance

Nice To Haves

ServiceNow or Jira
basic networking or printer support
enterprise IT exposure
interest in continued technical learning
Exposure to Windows and Linux server OS, datacenter hardware, and networking concepts.

Responsibilities

Provide L1 support to customers requiring technical assistance with computer systems, hardware, or software issues.
Document technical issues, resolutions, and follow-up actions in the ticketing system.
Escalate complex or unresolved incidents to higher-level support teams.
Follow approved customer engagement scripts and procedures.
Contribute to the creation and maintenance of technical documentation.
Maintain billable time and utilized time measures above specified minimum thresholds.
Work on assigned projects and tasks within the support team.