Service Desk Operations Engineer
Posted: 07/09/2026
Job Number: dFZaRFJJYitacDRtYU1sdW9lbGVkQT09
Pay Rate: 20-25 Hourly USD
Job Description
Service Desk Operations Engineer
Greensboro - North Carolina - USA
Mandatory Skills: ServiceDesk, Windows Server
Good to Have Skills: Jira Service Desk
Job description
This opportunity is with LTM for the position of Engineer Service Desk Operations The role requires providing phone ESS tickets and chat support for the end users for one of our prestigious client This is an L1 role where the incumbent is expected to be aware about ITIL methodologies Incident Service Request Change and Problem The role demands excellent communication skills oral and written good customer handling skills and excellent collaboration skills with ability to work in shift 24X7 The person will contribute towards effective resolution of the issues Ideal candidate must be an experienced professional from same or similar field He/She must possess good knowledge of Windows Active Directory O365 VDI Networking basics etc The person will contribute towards achieving project deliverables SLAs KPIs Improvements etc The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails
L1 Technical Support
- Handling all the Inbound calls chat and emails in service desk
- Handling Basic L1 level queries from end users
- Diagnose and quickly resolve a wide range of Windows applications issues
- Basic troubleshooting knowledge for internet LAN WAN Connectivity issues and VPN issues
- When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System
- Install upgrade support and troubleshoot for printers related computer hardware
- Performs general preventative maintenance tasks on computers laptops printers
- Customize configure desktop hardware to meet specifications and business standards
- Email account administration ie account creation and management and distribution lists on Office 365
- User account administration ie account creation and management and password resets on Active Directory
- Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
- Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
- Configuring iPad iPhones Android for the users to enable them check emails and be connected on the go
- Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications
Customer Focus
- Providing timely and accurate resolution of technical issues experienced by the Users
- Excellent communication skills
- Identify and escalate severe issues which could cause production impact
- Technical Skillset Need to Know
- Networking Experience in LANWAN Environment
- Good knowledge of Active Directory
- Citrix
- O365
- Microsoft Windows
- Mobile Operating Systems AndroidiOS
- Antivirus
- SharePoint
- Knowledge of LaptopDesktopTablet issues
- VPN Troubleshooting
- MFA
- Technical Skillset Good to Know
- Knowledge of Infrastructure Exchange Server Technologies
- Virtualization VMware Cloud Azure