Service Desk Engineer

Join LTM in Frisco, TX for a 100% onsite Service Desk Engineer role where you will be the first point of contact helping end users resolve technology issues efficiently. If you value clear processes, reliable service levels, and a supportive team environment, this position offers a structured schedule with rotating shifts and weekend/holiday availability, plus a strong benefits package.

What you’ll do

• Serve as the first point of contact for end users reporting technical issues via phone, chat, email, or web.
• Provide first-line support for hardware, operating systems, and applications for customers and employees.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Use basic diagnostic methods to identify issues, investigate causes, and recommend solutions for common failures.
• Maintain end-to-end ownership of end user issues through resolution, including required follow-up.
• Escalate unresolved or complex issues to Remote Support Engineering, Field Engineering, or the appropriate support groups.
• Log incidents and requests in the ITSM tool, ensuring accurate records, categorization, and case updates.
• Monitor issues from start to resolution and advise users on the appropriate next steps.
• Interpret user-reported problems, troubleshoot effectively, and use experience to identify potential solutions (including interrogation of the database).
• Maintain call quality and response times aligned with agreed SLAs.
• Use appropriate CTI classification for incidents and requests, allocate unresolved calls as required, and keep users informed of actions and status.
• Adhere to documented policies and procedures, pass on customer feedback to internal teams, and engage other resources when needed.
• Identify major incidents and invoke the major incident management process.
• Identify new issues and contribute to Knowledge Base development.
• Install, modify, and repair computer hardware and software.
• Maintain confidentiality in line with NDA guidelines.

Schedule and onsite expectations

• Location: Frisco, TX (5 days onsite)
• Work model: 100% in-office at the LTM Frisco, TX office (no remote work or work-from-home options available)
• Shift coverage: rotating shift pattern within 5:00 AM CT to 10:00 PM CT
• Availability: weekends and holidays as part of the standard operational schedule
• Compliance: strict adherence to login/logout times, break schedules, attendance requirements, and punctuality

Required experience and technical skills

• Minimum 1 to 3 years of experience as a Help Desk Technical Support Technician or semi-technical support role.
• Certification: ITIL Foundation
• Windows 10 configuration knowledge
• Good understanding of computer systems, mobile devices, and related tech products.
• Strong problem-solving skills for diagnosing and resolving basic technical issues.
• Communication: strong verbal and written communication skills across different audiences.
• Basic networking: VPN and Active Directory skills.
• Operating systems: Windows 7, Windows 10, Mac OS X.
• Microsoft tools: MS Office and Office365.
• Browsers: Internet Explorer 7, Internet Explorer 8, Mozilla Safari.
• Outlook: Outlook 2007, Outlook 2010, Outlook 2016.
• Knowledge of PC, laptop, handheld printers, and remote support.
• Hands-on experience with ITSM tools such as ServiceNow or BMC is an added advantage.

Mandatory skills

• Azure AKS
• Azure API Management
• Azure BLOB
• Azure Database Service
• Azure Infra Services
• Azure Monitor

Compensation and benefits

• Compensation range: $60,000 to $65,000 per year
• Comprehensive medical plan covering medical, dental, and vision
• Short-term and long-term disability coverage
• 401(k) plan with company match
• Life insurance
• Vacation time, sick leave, and paid holidays
• Paid paternity and maternity leave