Service Desk Technician Level I4

Service Desk Technician Level I

Arraya Solutions is looking for two Service Desk Technician Level I’s to join our technology team!

As the Service Desk Technician Level I, you will provide support for the managed services infrastructure as well as fielding service calls regarding incidents and requests. Customer service is a central focus of this role. 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
  • Provide primarily remote technical support
  • Hardware and software incident remediation
  • Troubleshoot and resolve MS Azure incidents and requests
  • Account provisioning/administration
  • Hardware configuration/repair
  • Actively manage assigned work in ticketing system, including 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

Required Experience:

  • At least 1-2 years of experience with the following:
    • 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
  • Strong customer service skills
  • Attention to detail

Other Experience:

  • 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
  • Hours: 1st shift: Mon – Fri 7:30 AM – 4:00 PM EST/ Sun – Thurs 7:30 AM – 4:00 pm EST
  • 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! Please send resumes and cover letters to hiring@arrayasolutions.com or CLICK HERE.