L1 Service Desk Technician *

Description

Are you looking to start or advance your career in IT support? Let's chat and see if we are a good match!

The Opportunity:

VSO is searching for an enthusiastic L1 Service Desk Technician to join our team supporting a major hospitality and retail client. As the first point of contact, you'll provide 24×7 remote support with focus on excellent customer service, efficient triage, and timely issue resolution.

Key Responsibilities:

• Serve as the first point of contact for all technical support requests via phone, email, and self-service portal

• Answer incoming support calls within 30 seconds and maintain abandon rate below 5%

• Perform password resets, account unlocks, and basic user account maintenance in Active Directory/Entra ID

• Provide basic troubleshooting for Windows/macOS computers, mobile devices, and common M365 applications (Outlook, Teams, OneDrive)

• Assist end users with standard "how-to" questions and walk them through basic technical procedures

• Triage and categorize all incoming tickets by priority (P1-P4) and route to appropriate support teams

• Document all support interactions in ManageEngine ServiceDesk Plus with clear, detailed notes

• Search and utilize knowledge base articles to resolve common issues efficiently

• Provide remote assistance using ManageEngine tools for basic desktop support

• Escalate complex issues to L2 Support or L3 Support as needed while maintaining ownership of ticket tracking

• Follow up with end users to confirm issue resolution and gather satisfaction feedback

• Support basic troubleshooting for Oracle Simphony 2 POS systems, kiosks (Qikserve/XPR), and Meraki network connectivity (escalating advanced issues)

• Maintain SLA compliance for response times

• Participate in 24×7×365 on-call rotation including nights, weekends, and holidays

• Contribute to achieving team CSAT target of =4/5

Required Technical Skills:

• Basic knowledge of Windows 10/11 and macOS operating systems

• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)

• Understanding of mobile device basics (iOS and Android)

• Basic understanding of Active Directory/Entra ID for password resets and account unlocks

• Awareness of POS systems, kiosks, and retail/hospitality technology (training provided)

• Basic networking knowledge (Wi-Fi connectivity, VPN basics)

• Ability to learn and use remote support tools (ManageEngine or similar)

• Comfort with ticketing systems and documentation practices

Requirements

• 1-2 years of experience in technical support, help desk, or customer service role

• Strong customer service orientation with excellent phone etiquette

• Excellent verbal and written communication skills in English

• Ability to remain calm and professional under pressure

• Willingness to work flexible shifts including nights, weekends, and holidays as part of 24×7 coverage

• Able to work 100% remotely (nearshore or onshore location)

• Must be authorized to work in the United States

• Basic computer literacy and eagerness to learn new technologies

Preferred Qualifications:

• CompTIA A+ certification or equivalent

• Previous help desk or call center experience

• Experience with ticketing systems (ManageEngine, ServiceNow, Jira Service Management, etc.)

• Exposure to retail, hospitality, or restaurant technology environments

• Bilingual capabilities (Spanish/English) a plus

What is Important to Us:

• You have exceptional communication skills and a friendly, professional demeanor.

• You are patient and empathetic when working with users of varying technical skill levels.

• You have strong attention to detail and follow-through.

• You are a quick learner who embraces new challenges and technologies.

• You can multitask effectively in a fast-paced environment.

• You have the ability to work independently but also value teamwork and collaboration.

• You are looking for a job where performance appraisals occur regularly, and you look forward to advancing your career.

• You seek a community of virtue-centered co-workers and clients.

What we offer you: As part of the VSO company, you will be part of a virtue-centered team who value their work and teammates. This is a no-jerk zone . We provide ongoing learning and development opportunities to foster continuous growth. We offer competitive salaries, health benefits, and flexible work arrangements.

More About VSO: VSO is a hybrid cloud and managed services consulting firm. Much of VSO's success can be attributed to our deep partnerships with IT services industry leaders such as AWS, IBM, Microsoft and others. VSO leverages numerous other partner relationships so as to provide our customers with optimal support. Additionally, we take pride in taking care of our employees. We offer a wide variety of benefits for eligible employees related to health, retirement, professional development, and more! For more information, please visit our website at

https://vso-inc.com/careers

Salary Description

$55,000.00 - $65,000.00