IT Support Engineer L1

## IT Support Engineer L1

Apply remote type:
Flexlocations:
Midland, Texas, USAtime type:
Full time posted on:
Posted Todayjob requisition :
JR110675#
** Your Role
**** KEY RESPONSIBILITIES
**** Technical Support & Troubleshooting
*** 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
** Ticketing & Documentation
*** Log, track, and manage all support requests and incidents in the ticketing system (Service Now, 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
* Contribute to and maintain the internal knowledge base
** Customer Service & Communication
*** 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#
** Your Profile
**** Education & Experience
*** High school diploma or GED required;
Associate's or bachelor’s degree in IT, Computer Science, or related field preferred (We are flexible with this, the person can have IT licenses as well, or experience will count as well.
* 1–2 years of experience in a help desk, IT support, or desktop support role
* Equivalent combination of education and hands-on experience will be considered
** Skills
* ** Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus
* Hands-on experience with ticketing platforms (Service Now, Jira, Zendesk, Freshdesk, or similar)
* Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, One Drive)
* Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN
* Experience with remote support tools (e.g., Team Viewer, Any Desk, 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 Additional Qualifications
* 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#
** Our Offer
** We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.
* 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 as well as 401(k)
** INTERESTED?
** We look forward receiving your application.
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