Global Tier 1 Service Desk Technician

Global Tier 1 Service Desk Technician

The Service Desk Technician I (Tier
1) serves as the first point of contact for end users across a global, follow-the-sun IT Service Desk. This role provides first-line technical support for account administration, hardware, software, access, and authentication issues while ensuring incidents and service requests are managed effectively through established IT service management processes.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced support environment. Success in this role requires strong communication skills, adherence to service levels, accurate ticket documentation, and the ability to collaborate effectively with colleagues and end users across multiple regions, time zones, and cultures.

• Customer Support & Technical Troubleshooting
  • Provide first-contact technical support via phone, chat, and ticketing systems for account administration, hardware, software, and access-related issues.
  • Answer and triage incoming support contacts while meeting established service level objectives.
  • Utilize knowledge base articles and approved procedures to diagnose and resolve Tier 1 issues whenever possible.
  • Support user account management, password resets, and multi-factor authentication (MFA) administration.
  • Deliver exceptional customer service while communicating technical information clearly to non-technical users.
• Incident & Request Management
  • Create, update, manage, and resolve Incident and Request records within Service Now in accordance with ITIL best practices.
  • Document troubleshooting activities, resolution steps, and customer communications accurately and thoroughly.
  • Monitor and manage ticket queues to ensure compliance with established service level agreements (SLAs).
  • Escalate issues to appropriate Tier 2 or Tier 3 support teams when additional expertise or access is required.
  • Ensure all incidents and requests are categorized, prioritized, and routed appropriately.
• Knowledge Management & Continuous Improvement
  • Contribute to the creation and maintenance of knowledge base articles, procedures, and support documentation.
  • Identify opportunities to improve processes, automation, and self-service capabilities.
  • Participate in ongoing technical and professional development activities, including role-related certifications and training.
• Shift Operations & Team Collaboration
  • Participate in rotational support coordination activities during high-volume periods and major incidents.
  • Collaborate effectively with team members, supervisors, and end users across multiple regions and cultures.
  • Support a 24x7x365 service organization through assigned shift schedules, including nights, weekends, and holidays.

• High school diploma or GED required.
• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent technical training or experience may be considered.
• Zero (0) to two (2) years of experience in a service desk, help desk, technical support, or customer support environment.
• Experience utilizing Service Now ITSM or a comparable enterprise ticketing platform.

• Working knowledge of Microsoft 365 applications and Windows desktop operating systems.
• Experience supporting Active Directory, Azure AD, password management, and multi-factor authentication solutions.
• Familiarity with remote support tools and collaboration platforms such as Microsoft Teams.
• Understanding of incident management, service request fulfillment, and basic troubleshooting methodologies.
• Ability to document support activities accurately and follow established support procedures.

• Strong verbal and written communication skills.
• Excellent customer service, interpersonal, and problem-solving skills.
• Ability to work independently and manage competing priorities in a fast-paced environment.
• Ability to collaborate effectively with diverse teams across multiple regions and time zones.
• Ability to work assigned shifts, including nights, weekends, and holidays in a 24x7x365 environment.

• CompTIA A+ certification.
• HDI Customer Service…