Service Desk Technician Level I

Service Desk Technician Level I

Arraya Solutions is looking for a Service Desk Technician Level I to join our team! Please note that customer service is a central focus of this role. In this role, you will provide support for managed services infrastructure as well as field service calls regarding incidents and requests.  Responsibilities will also include monitoring and servicing Arraya’s internal infrastructure and staff. As a level I, this position will be a front-line call-taker tasked with resolving common issues in MS Windows OS and O365 environments.  Additionally, this position will require knowledge and experience in onboarding/offboarding processes.  Familiarity and experience in Active Directory support and understanding of groups, memberships and policies is required.  Attention to detail is needed when documenting or transferring tickets to other areas for resolution.  This position will be participating in an on-call rotation.


  • Field support calls
  • Serve as a primarily remote technical support
  • Perform hardware and software incident remediation
  • Troubleshoot and resolve Microsoft Azure incidents and requests
  • Perform account provisioning/administration
  • Take charge of hardware configuration/repair
  • Actively manage assigned work in ticketing system including delivering timely and meaningful updates
  • Support network printing devices
  • Troubleshoot and resolve tickets for VPN and MFA issues
  • Resolve network issues using understanding of IP Addressing, subnetting and TCP/IP

Experience Required

  • Minimum of 1-2 years of related experience

Desired Attributes

  • Strong customer service skills
  • Attention to detail
  • Experience with Windows Operating Systems, with an understanding of security permissions for Active Directory
  • Experience supporting laptop/desktop workstations and troubleshooting problems related to end-user applications and network connections
  • Experience troubleshooting Microsoft Office 365 and Office applications
  • Familiarity with SharePoint and Exchange
  • Experience with monitoring solutions, such as Microsoft System Center Operations Manager, Solarwinds Orion, Nagios XI, or Zenoss Enterprise Management

Additional Information

  • Experience working with ManageEngine Service Desk is a plus
  • ITIL fundamentals a plus
  • Microsoft certifications are a plus

Position Type and Expected Hours of Work

  • This is a full-time position, (40) hours/week, day shift
  • A possibility of off-hours support work

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Send a cover letter and resume to hiring@arrayasolutions.com or CLICK HERE to apply!