IT Service Desk L1 Engineer

<div class="content-intro"><p><img style="max-width: 100%;" src="https://66degrees.com/wp-content/uploads/2025/03/JobPosting-Cover.jpg" alt="" width="1400"></p> <h2>Overview of 66degrees</h2> <p>66degrees is an end-to-end AI transformation partner that guides enterprises from complex business challenges to clear, quantifiable outcomes. Our company is the culmination of several successful firms, each a leader in its own right in cloud, artificial intelligence, and data. This convergence of talent and expertise is how we help businesses reach their own "inflection point," where chaotic data becomes a strategic asset, complexity becomes clarity, and AI becomes an engine for growth. Our ultimate vision is to be the catalyst for a future where every business operates as an intelligent enterprise, with autonomous systems unlocking human potential.</p> <p>At 66degrees, we believe in thriving through challenges and winning together. These values not only guide us in achieving our goals as a company but also for our people. We are dedicated to creating a significant impact for our employees by fostering a culture that sparks innovation and supports professional and personal growth along the way.</p></div><h2>Overview of Role</h2> <p>The IT Service Desk L1 Engineer serves as the primary point of contact for all IT-related issues and service requests. This role is critical in providing initial technical support, troubleshooting hardware and software problems, and ensuring an exceptional customer service experience for all end-users.</p> <h2>Responsibilities</h2> <ul> <li>Serve as the first point of contact, providing timely and effective technical support to end-users.</li> <li>Accurately log, categorize, and prioritize all incoming service requests and incident tickets within the ITSM system.</li> <li>Diagnose and resolve technical issues related to hardware, software, business applications, and network connectivity (LAN/WAN, VPN).</li> <li>Manage user access, including performing password resets, account unlocks, and providing essential application support.</li> <li>Seamlessly escalate complex or unresolved issues to Level 2/SME engineers, ensuring detailed documentation, notes, and logs are provided for efficient handoff.</li> <li>Create and maintain high-quality, up-to-date documentation for IT procedures, knowledge base articles, and common solutions.</li> <li>Proactively educate and guide users on IT best practices and common technical self-help procedures.</li> <li>Participate in the mandatory on-call rotation schedule to ensure 24/7 service coverage.</li> <li>Actively contribute to continuous service improvement initiatives for service desk processes and operational efficiency.</li> </ul> <h2>Required Qualifications</h2> <ul> <li>1-2 years of proven experience operating in a fast-paced IT Service Desk or Technical Support role.</li> <li>Proficiency in administering and troubleshooting a diverse operating system environment, including macOS and Windows systems.</li> <li>Demonstrated expertise in Google Workspace Applications and Google Administration.</li> <li>Foundational knowledge of network essentials, including TCP/IP, DNS, and VPN concepts.</li> <li>Exceptional written and verbal communication skills.</li> <li>Demonstrated ability to efficiently diagnose, prioritize, and resolve technical challenges.</li> <li>A strong customer-centric focus committed to delivering positive and high-quality user experiences.</li> <li>Proven ability to work both autonomously and collaboratively within a team environment.</li> <li>Bachelor's degree in Information Technology, Computer Science, or a related technical field, or equivalent practical experience.</li> </ul> <h2>Qualifications</h2> <ul> <li>Relevant IT certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator.</li> <li>Prior experience utilizing enterprise-grade ITSM platforms (e.g., ServiceNow, Jira Service Management).</li> <li>Familiarity with remote desktop and support management tools.</li> </ul><div class="content-conclusion"><p><em>66degrees is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to actual or perceived race, color, religion, sex, gender, gender identity, national origin, age, weight, height, marital status, sexual orientation, veteran status, disability status or other legally protected class.</em></p> <h3><strong>AI Transparency &amp; Disclosure</strong></h3> <p>As an AI transformation partner, 66degrees leverages intelligent solutions to enhance our recruitment experience. We utilize AI tools—including LinkedIn Recruiter’s Hiring Assistant and interview transcription technologies—to assist with sourcing, role analysis, and capturing interview highlights.</p> <p>These tools augment our process, but we "Commit to Our Craft" by ensuring all final hiring decisions are made by our human Talent Team. By applying, you acknowledge the use of these technologies to help us "Win Together" in finding the best fit for our team.</p></div>