Virtual Service Operations · 2 days ago
L1 Service Desk Technician *
United States
Full-time
Remote
Entry Level
$55K/yr - $65K/yr
1+ years expVirtual Service Operations is searching for an enthusiastic L1 Service Desk Technician to join their team supporting a major hospitality and retail client. The role involves providing 24×7 remote support, focusing on customer service, efficient triage, and timely issue resolution.
Cloud ManagementConsultingInformation TechnologySoftware
No H1B
Responsibilities
Serve as the first point of contact for all technical support requests via phone, email, and self-service portal
Answer incoming support calls within 30 seconds and maintain abandon rate below 5%
Perform password resets, account unlocks, and basic user account maintenance in Active Directory/Entra ID
Provide basic troubleshooting for Windows/macOS computers, mobile devices, and common M365 applications (Outlook, Teams, OneDrive)
Assist end users with standard 'how-to' questions and walk them through basic technical procedures
Triage and categorize all incoming tickets by priority (P1-P4) and route to appropriate support teams
Document all support interactions in ManageEngine ServiceDesk Plus with clear, detailed notes
Search and utilize knowledge base articles to resolve common issues efficiently
Provide remote assistance using ManageEngine tools for basic desktop support
Escalate complex issues to L2 Support or L3 Support as needed while maintaining ownership of ticket tracking
Follow up with end users to confirm issue resolution and gather satisfaction feedback
Support basic troubleshooting for Oracle Simphony 2 POS systems, kiosks (Qikserve/XPR), and Meraki network connectivity (escalating advanced issues)
Maintain SLA compliance for response times
Participate in 24×7×365 on-call rotation including nights, weekends, and holidays
Contribute to achieving team CSAT target of =4/5
Qualification
Required
1-2 years of experience in technical support, help desk, or customer service role
Strong customer service orientation with excellent phone etiquette
Excellent verbal and written communication skills in English
Ability to remain calm and professional under pressure
Willingness to work flexible shifts including nights, weekends, and holidays as part of 24×7 coverage
Able to work 100% remotely (nearshore or onshore location)
Must be authorized to work in the United States
Basic computer literacy and eagerness to learn new technologies
Basic knowledge of Windows 10/11 and macOS operating systems
Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
Understanding of mobile device basics (iOS and Android)
Basic understanding of Active Directory/Entra ID for password resets and account unlocks
Awareness of POS systems, kiosks, and retail/hospitality technology (training provided)
Basic networking knowledge (Wi-Fi connectivity, VPN basics)
Ability to learn and use remote support tools (ManageEngine or similar)
Comfort with ticketing systems and documentation practices
Preferred
CompTIA A+ certification or equivalent
Previous help desk or call center experience
Experience with ticketing systems (ManageEngine, ServiceNow, Jira Service Management, etc.)
Exposure to retail, hospitality, or restaurant technology environments
Bilingual capabilities (Spanish/English) a plus
Benefits
Health benefits
Flexible work arrangements
Ongoing learning and development opportunities
Company
Virtual Service Operations
Virtual Service Operations is an IT solution provider that specializes in tool-based cloud management systems and deployment solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Gary Hale
CEO/Co-Founder, Mpathic
Stephen O'Keefe
Chief Executive Officer
Recent News
24-7 Press Release Newswire
2025-10-15
Company data provided by crunchbase