Service Desk Technician Level 1

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Full Time Prague, OK, US

2 days ago Requisition

Salary Range: $50,000.00 To $60,000.00 Annually

Service Desk Technician – Level 1

Information Technology

IT & Cybersecurity Manager

The HR Group and its family of subsidiary companies

The Level 1 Service Desk Technician serves as the primary point of contact for employees requiring technical assistance across The HR Group and its subsidiary companies. The position is accountable for the intake, triage, and resolution of Service Desk requests, the accurate documentation of all support activity, and the consistent delivery of a professional, service-oriented experience to the organization’s end users.

In addition to front-line support, the role will assist with entry-level cybersecurity efforts such training and malicious activity mitigation, contributes to infrastructure deployment initiatives, including structured cabling, network equipment installation, and physical security systems, in support of the organization’s ongoing modernization efforts.

• Monitor the Service Desk queue and respond to incoming requests in a timely manner, consistent with established service-level agreements (SLAs).
• Maintain complete and accurate records of all user interactions, diagnostic steps, and resolutions within the ticketing system.

• Perform initial triage and resolve routine technical issues, including password resets, connectivity disruptions, and printer configuration.
• Escalate complex or high-impact issues to Level 2 support or the appropriate specialized team, with sufficient documentation to enable efficient resolution.

• Communicate clearly and professionally with employees by phone, email, and chat.
• Provide structured, step-by-step guidance to enable users to resolve common technical matters.
• Approach user concerns with courtesy, patience, and a commitment to timely resolution.

• Adhere to established operating procedures, security policies, and service-level agreements.
• Ensure documentation is maintained to a standard that supports internal audits, compliance requirements, and ongoing knowledge base development.

Training will be provided as required to support the following responsibilities.

• Install, terminate, and test network cabling in accordance with applicable standards.
• Maintain organized and properly documented patch panels and cable management.

• Assist with the installation and configuration of network equipment.
• Perform basic network testing and validation following deployment.

• Install and configure IP-based security cameras (CCTV).

• Perform other duties as assigned by IT leadership in support of departmental objectives.

• Two to four years of experience
• Foundational knowledge of Windows and macOS operating systems.
• Working knowledge of Microsoft 365 applications and user account administration.
• Working knowledge of SharePoint team sites.
• Strong written and verbal communication skills, with the ability to convey technical information to non-technical audiences.
• Demonstrated ability to manage competing priorities effectively in a fast-paced environment.
• A customer-focused approach combined with sound analytical and problem-solving skills.

• Prior experience in an IT support, help desk, or customer service capacity.
• Familiarity with IT service management and ticketing platforms (e.g., Service Now, Zendesk).
• IT Degree, Professional Accreditation, or Certification is a plus