Service Desk L1 support

Zodiac Solutions is hiring a Service Desk L1 support professional to deliver first-level technical assistance to users across Omaha, NE, Scottsdale, AZ, and Kansas City, MO. This is a hybrid role based in Omaha, NE 68127 with support provided through calls, chats, emails, and ticketing.

Location and Work Schedule

• Primary location: Omaha, NE 68127 (Hybrid remote)
• Hybrid schedule: Monday through Wednesday in office
• Coverage areas: Omaha, NE; Scottsdale, AZ; Kansas City, MO

Compensation

• Hourly pay: USD 16 - 17 per hour
• W2: $17/hr on W2

Responsibilities

• Respond to incoming calls, chats, and emails from users requesting technical help
• Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system
• Resolve common issues including password resets, printer connections, basic software installations, and VPN access
• Escalate complex or unresolved cases to the appropriate Level 2/Level 3 technical teams
• Document clear troubleshooting steps and update knowledge base articles

Required Qualifications

• 2 to 4 years of experience in an IT support or customer service role
• Strong verbal and written communication skills to explain solutions to non-technical users
• Working knowledge of Windows, macOS, office productivity suites, and basic networking concepts such as Wi-Fi and TCP/IP
• Demonstrated patience, problem-solving skills, and the ability to manage stress in a fast-paced environment

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft equivalents

Technologies

• IT service management (ITSM) ticketing system
• Windows and macOS
• Office productivity suites
• Wi-Fi and TCP/IP
• VPN