IT Service Desk Level 1 Job Houston area,Texas USA,IT/Tech

Position: IT Service Desk Level 1 Support

Company Overview

Gutor is a leading international manufacturer of UPS systems for industrial applications. The company has been in business for over 75 years and has a proven track record of delivering high-quality products and services. Gutor's products are designed to meet the demanding needs of industries such as oil & gas, petrochemical, chemical, nuclear, and transportation. The company also has a global presence with over 600 employees in more than 30 countries and branches in Brazil, China, India, Malaysia, Mexico, Saudi Arabia, the United Arab Emirates, and the U.S.A.

Role Overview

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.

Responsibilities

Ticket Handling & Monitoring – 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.

Troubleshooting & Issue Resolution – Perform initial diagnostics and apply known solutions from documentation. Investigate and reproduce issues (including checking logs, doing tests, remote access via Team Viewer). Identify if the issue can be solved at L1 or requires escalation.

Escalation Management – If L1 cannot resolve the issue, escalates 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.

Documentation & Knowledge Management – 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.

Collaboration & Communication – 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.

Required Qualifications

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 Team Viewer.
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.

Preferred Qualifications

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

Success Indicators

High first‑contact resolution rate.
Low number of overdue tickets and SLA breaches.
Accurate categorization and documentation of tickets.
Consistent communication with end users.
Effective collaboration with L2 and other IT teams.

Benefits

Base salary range: $60,000‑$70,000 USD, depending on experience and qualifications.

Paid holidays.
Paid Time Off: 20 days of vacation.
401(k) plan: up to 6% company matching contribution.
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