Service Desk Technician L1 - Job Summary We are seeking a proactive, customer-focused Service Desk Technician to join our IT Service Desk team. The ideal candidate will provide hands-on support for both office and field personnel across a regional footprint, delivering excellent service in a fast-paced environment. This role responds to IT service requests, resolves first-level incidents, and escalates complex issues as needed. ________________________________________ Key Responsibilities • Serve as the first point of contact for IT-related issues, service requests, and incidents • Provide first-level support and basic troubleshooting for: o Windows workstations and hardware o Microsoft 365 / Teams o Network connectivity (IP, DNS, DHCP basics) o Printers and mobile devices • Fulfill service requests (onboarding setups, access provisioning, software installs, peripherals) • Record, categorize, and prioritize tickets aligned to ITIL Incident and Request Management • Respond to round-robin ticket assignments and meet defined SLAs • Document resolution steps in Freshservice and contribute to knowledge articles • Escalate unresolved or high-impact issues to Tier 2/3 or engineering teams • Follow service desk procedures, escalation guidelines, and communication standards • Participate in after-hours support rotation as needed ________________________________________ Required Skills & Experience • Proficiency with Microsoft 365, Windows 11, macOS, iOS, Active Directory, and Intune • Strong knowledge of hardware, peripherals, printers, and mobile devices • Experience working in an ITSM tool (e.g., Freshservice) with SLA awareness • Familiarity with ITIL practices (Incident, Request, Change, Knowledge) - ITIL Foundation is a plus • Excellent troubleshooting, communication, and customer service skills • Ability to manage multiple tasks in a fast-paced environment ________________________________________ Minimum Qualifications • High School Diploma or GED required • 1-2 years of IT support or help desk experience • Associate's or Bachelor's degree in IT or related field preferred • ITIL Foundation strongly encouraged; A+, Network+, or Microsoft certs optional

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

(none specified)

AllSTEM Representative Contact Info

Account Executive:

Perry

Branch Phone:

(909) 244-1777

Location:

Houston, TX