IT Service Desk Representative – Tier 1

Work Schedule: Hybrid – onsite presence required; rotating shifts between 8:00 AM and 6:30 PM

Start Date: Late August / Early September (anticipated)

Background Requirement: Must be able to successfully complete the required background investigation

Rate: $28.00 to $32.00/hr. w2

We are seeking a customer-focused Tier 1 IT Service Desk Representative to provide technical support within a large-scale, enterprise IT environment. This position serves as a first point of contact for end users and is responsible for resolving technical issues while delivering a high level of customer service. The ideal candidate combines strong troubleshooting skills with excellent communication and customer service abilities.

This role supports Windows and macOS environments, Microsoft 365, mobile devices, remote access technologies, and a variety of enterprise applications.

• Provide Tier 1 technical support through phone, chat, remote desktop tools, and occasional onsite assistance.
• Troubleshoot hardware, software, network connectivity, mobile device, and peripheral issues.
• Support the installation, configuration, and use of approved software, applications, and systems.
• Assist users with Microsoft 365, SharePoint Online, Exchange Online, and related productivity tools.
• Support VPN, multi-factor authentication, and secure remote access technologies.
• Troubleshoot and support iOS and Android mobile devices.
• Create and maintain knowledge base articles, technical documentation, and user guides.
• Communicate service alerts and outage notifications through established channels.
• Manage and update incidents, service requests, and knowledge articles within ITSM platforms.
• Maintain high customer satisfaction while meeting established service desk performance targets.
• Handle approximately 50 tickets per week in a high-volume support environment.

3+ years of IT Service Desk or IT Call Center experience
, including experience supporting:

• Windows 10/11
• Microsoft 365
• Active Directory user administration
• iOS and Android devices
• SharePoint Online
• Exchange Online

1+ year of experience supporting:

• macOS
• VPN solutions
• Secure remote access and authentication technologies such as Cisco Any Connect, RSA SecurID, or similar tools

Additional technical experience should include:

• Understanding of networking fundamentals, TCP/IP, and standard troubleshooting methodologies.
• Experience with Mobile Device Management platforms such as Microsoft Intune, JAMF, Apple Business Manager, Workspace ONE, or similar technologies.
• Experience using ITSM platforms for Incident, Change, and Knowledge Management. Experience with BMC Helix/Remedy or similar platforms is preferred.

• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to support executive-level users.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to multitask and prioritize competing requests in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.
• Comfortable supporting users with varying levels of technical expertise.

• CompTIA A+
• Microsoft 365 certification
• Associate's or Bachelor's degree in Information Technology or a related field
• Previous experience in hospitality, sports, customer service, or another highly customer-focused environment

This individual thrives in a fast-paced environment and can communicate clearly, troubleshoot efficiently, and provide a professional end-user experience.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.