Service Desk Technician (Level 1)

United Flow Technologies is hiring a Level 1 Service Desk Technician to be the first point of contact for IT support across UFT and its operating companies. This 100% onsite role in Irving, TX supports users from the moment a request or issue enters the service desk through resolution. You will work with ManageEngine ServiceDesk Plus, established ITIL-aligned workflows, and Microsoft platforms including Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.

What you’ll do

• Act as the primary intake point for IT support by answering inbound calls promptly and professionally.
• Create, triage, categorize, and prioritize tickets in ManageEngine ServiceDesk Plus in line with service levels and incident/service request workflows.
• Own assigned tickets end to end by driving resolution, providing proactive status updates, and closing tickets with complete resolution notes and accurate time entry.
• Escalate to Tier 2 / Tier 3 with a complete diagnostic picture, including symptoms, troubleshooting performed, affected users, and business impact.
• Distinguish between isolated issues and emerging systemic outages, escalating broad-impact events immediately with a clear scope assessment.
• Support repeat issue reduction by contributing knowledge base articles and end-user guidance that promotes self-service.
• Provide shift coverage to keep the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts.
• Handle user lifecycle tasks such as account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment in Entra ID.
• Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately.
• Enroll, configure, and remediate Windows endpoints, including Autopilot enrollment and Intune compliance/configuration troubleshooting; assist with application deployment and remote device actions in Intune.
• Support Exchange Online (mailbox permissions, shared mailboxes, distribution groups, mail flow and quarantine review), plus Teams and SharePoint / OneDrive sync and permissions.
• Support enrollment, compliance, and troubleshooting for corporate and BYOD mobile devices.
• Diagnose common connectivity issues involving DNS, DHCP, IP addressing, VLANs, and wired/wireless access, including basic switch port verification.
• Provide end-to-end support for remote access clients, including installation, authentication, certificate/profile issues, and connectivity troubleshooting.
• Perform routine Active Directory tasks and support hybrid directory object synchronization to Entra ID.
• Handle first-level Windows Server support such as file share and NTFS permissions, print services, and recognizing Group Policy-driven symptoms.
• Support printers, scanners, peripherals, and conference room A/V at headquarters and remotely for operating company sites.
• Use vendor support channels and internal documentation effectively, including knowing when an issue belongs with infrastructure, network, or security engineering.
• Maintain accurate configuration and asset data, including hardware assignments, warranty, and lifecycle status.
• Document repeatable procedures so solutions transfer across the service desk team.
• Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations.
• Support IT projects as assigned, including endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work.

What you bring

• 2 to 4 years of hands-on service desk (call center environment), help desk, or desktop support experience, including work beyond password resets and basic Tier 1 request fulfillment.
• Demonstrable experience administering Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.
• Strong troubleshooting for Windows 10/11, including profile, driver, performance, update, and application issues.
• Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, wireless, and VPN / remote access.
• Experience working tickets in an enterprise ITSM platform, with accurate, timely, and complete documentation.
• Excellent phone presence and the ability to explain technical concepts clearly and patiently to non-technical users.
• Sound judgment on when to solve, research, or escalate; strong process discipline for independent work.
• Ability to work 100% onsite, Monday through Friday, on either 7:00 AM–4:00 PM CST or 9:00 AM–6:00 PM CST as assigned.
• High school diploma or GED required.
• Exceptional interpersonal skills.
• Physical ability to lift and move equipment up to 50 pounds, and to bend, kneel, or reach when installing or servicing hardware and workstations.

Tools you’ll use

• ManageEngine ServiceDesk Plus (SDP), ITIL
• Microsoft Intune, Microsoft Entra ID, Microsoft 365 admin centers
• Entra sign-in logs, Conditional Access, Autopilot, MFA
• Exchange Online, Teams, SharePoint, OneDrive, Active Directory
• Group Policy, Windows 10/11, Windows Server
• DNS, DHCP, TCP/IP, VLANs, VPN, remote access
• PowerShell

Preferred qualifications

• Associate or bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
• ManageEngine ServiceDesk Plus experience as a power user or administrator (request templates, workflow and SLA configuration, or reporting).
• Familiarity with Fortinet switching or Zscaler Private Access.
• Basic PowerShell scripting for bulk administration and reporting tasks.
• Relevant certifications including Microsoft MD-102, SC-300, or MS-900; CompTIA A+ or Network+; ITIL v4 Foundation.
• Experience supporting a multi-site, multi-company, or acquisition-driven environment with heterogeneous tooling and legacy systems.