Service Desk Technician Level 1

The Level 1 Service Desk Technician acts as the first point of contact for employees seeking technical assistance across The HR Group and its family of subsidiary companies. This role manages service desk intake through resolution, maintains ticket accuracy, and supports routine IT troubleshooting along with entry-level cybersecurity, infrastructure deployment, and physical security system work.

Location and Position Overview

Position: Service Desk Technician – Level 1

Department: Information Technology

Reports to: IT & Cybersecurity Manager

Location: Prague, OK (onsite)

Salary: USD 50,000 - 60,000 per year

Experience: 2 years minimum

Key Responsibilities

• Monitor the Service Desk queue and respond to incoming requests in a timely manner in line with established SLAs.
• Record complete and accurate details of user interactions, diagnostic actions, and resolutions in the ticketing system.
• Perform initial triage and resolve routine issues such as password resets, connectivity disruptions, and printer configuration.
• Escalate complex or high-impact incidents to Level 2 support or the relevant specialized team, providing sufficient documentation for efficient follow-up.
• Communicate professionally with employees via phone, email, and chat.
• Provide step-by-step guidance so users can resolve common technical issues.
• Maintain courtesy and patience while working toward timely resolution of user concerns.
• Follow established operating procedures, security policies, and service-level agreements.
• Maintain documentation to support internal audits, compliance needs, and ongoing knowledge base improvement.
• Install, terminate, and test network cabling according to applicable standards.
• Keep patch panels and cable management organized and properly documented.
• Assist with installation and configuration of network equipment.
• Conduct basic network testing and validation after deployment.
• Install and configure IP-based security cameras (CCTV).
• Complete other duties assigned by IT leadership to support departmental objectives.

Required Qualifications

• Two to four years of experience.
• Foundational knowledge of Windows and macOS operating systems.
• Working knowledge of Microsoft 365 applications and user account administration.
• Working knowledge of SharePoint team sites.
• Strong written and verbal communication skills, including the ability to explain technical topics to non-technical audiences.
• Proven ability to manage competing priorities in a fast-paced environment.
• Customer-focused mindset with analytical and problem-solving capability.

Technology Exposure

• Windows
• macOS
• Microsoft 365
• SharePoint
• ServiceNow
• Zendesk
• CCTV

Benefits

• Salary: USD 50,000 - 60,000
• Comprehensive benefits package
• 401(k) with company match
• Paid time off / holidays

Preferred Qualifications

• Experience in IT support, help desk, or customer service.
• Familiarity with IT service management and ticketing platforms, such as ServiceNow and Zendesk.
• IT Degree, Professional Accreditation, or Certification (plus).