{"id":1260684,"url":"https://alion.io/job/blueally-it-service-desk-support-level-1","title":"IT Service Desk Support - Level 1","company":{"id":1867026,"name":"BlueAlly","domain":"blueally.com","url":"https://alion.io/company/blueally","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":65000,"currency":"USD","period":"year","gross":null,"usd_annual":65000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-09-11T18:44:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-09-29T10:08:30Z","board_verified":false,"closed_at":"2026-09-29T10:08:30Z","days_open":17,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":17},"description":"The IT Service Desk Support - Level 1 specialist is the first point of contact for customer-facing technology issues and service requests across BlueAlly managed environments. The role owns accurate ticket intake, prioritization, first-line troubleshooting, customer communication, documentation, and resolution within approved Level 1 procedures. Work that cannot be resolved at Level 1 is escalated through the established Service Desk workflow while the customer-facing ticket remains visible and actively managed.\nResponsibilities\nAnswer incoming calls, emails, chats, portal requests, and assigned Zendesk tickets, providing first-line troubleshooting and issue resolution. \nCreate, categorize, prioritize, assign, and document incidents and service requests accurately in Zendesk in accordance with defined SLA and queue standards. \nProvide Level 1 support for Microsoft 365, common business applications, end-user hardware, peripherals, printers, and standard connectivity issues. \nPerform approved Active Directory and identity tasks such as password resets, account unlocks, and basic access provisioning within documented procedures. \nSet up and support desktops, laptops, mobile devices, and peripherals when assigned, including remote or onsite troubleshooting as appropriate to the work assignment. \nMaintain clear, professional customer communication throughout the ticket lifecycle, including status updates, information requests, resolution confirmation, and closure notes. \nEscalate unresolved or out-of-scope work to Level 2 or the Service Desk Team Lead/designated Escalation Point with complete troubleshooting history, impact, evidence, and a clear next-action request. \nRoute monitoring, alerting, patching, preventative-maintenance, backup/DR, or other NOC-owned activities through the established Service Desk-to-NOC workflow when required. \nFollow documented shift-handover procedures so open work, customer commitments, next actions, and escalations remain visible across 24x7 coverage. \nAdhere to security, data-protection, access-control, documentation, and customer-specific support requirements.\nCreate or improve knowledge-base content and standard procedures when repeatable solutions or documentation gaps are identified.\nPerform other approved Service Desk duties within Level 1 scope as business needs require. \nEducation\nHigh school diploma or equivalent required; Associate degree in Information Technology, Computer Science, or a related technical field preferred. Equivalent relevant technical training, certifications, and professional experience will be considered. \nKnowledge & Experience\n1+ years of experience in a service desk, help desk, desktop support, or technical support role preferred. \nBasic understanding of SLAs, ticket workflows, incident prioritization, queue ownership, and customer communication. \nFamiliarity with Windows desktop operating systems, Microsoft 365, Active Directory, and basic networking concepts including Wi-Fi, LAN/WAN, DNS, DHCP, and VPN connectivity. \nExperience with ticketing or ITSM platforms; Zendesk experience is preferred. \nAbility to troubleshoot common end-user hardware, software, printer, application, and connectivity issues using documented procedures. \nStrong customer-service orientation with the ability to communicate technical concepts clearly to non-technical users. \nAbility to document troubleshooting steps, outcomes, customer communication, and next actions accurately and consistently. \nAbility to manage multiple concurrent tickets and priorities in a 24x7, high-volume support environment. \nPreferred Certifications\nCompTIA A+. \nCompTIA Network+ or CCNA. \nITIL Foundation. \nRelevant Microsoft certifications \nWork Conditions\nThis role supports a 24x7 staffed Service Desk and requires availability for the employee's assigned shift. Assigned schedules may include daytime, evening, overnight, weekend, and holiday coverage based on operational staffing requirements. \nWork arrangement may be remote, hybrid, or onsite based on assignment and operational requirements. Remote or hybrid assignments require a dedicated, professional workspace with reliable high-speed internet and secure connectivity suitable for confidential business and customer support activities. \nPrimarily computer-based support work requiring extended use of ticketing, remote-support, collaboration, and customer-communication tools.","description_format":"text","description_chars":4413,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Cybersecurity","Information Technology"],"lifecycle":[{"event":"open","at":"2026-09-25T20:28:29Z"},{"event":"close","at":"2026-09-29T10:08:30Z"}],"visa":[],"liveness":null,"pay":{"stated_usd_annual":65000,"is_top_pay":true},"html_url":"https://alion.io/job/blueally-it-service-desk-support-level-1","json_url":"https://alion.io/job/blueally-it-service-desk-support-level-1.json","meta":{"generated_at":"2026-10-20T09:03:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9938,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1867026},"rest":"https://alion.io/mcp/rest/get_company?id=1867026"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblueally-it-service-desk-support-level-1"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblueally-it-service-desk-support-level-1"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblueally-it-service-desk-support-level-1"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blueally-it-service-desk-support-level-1\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblueally-it-service-desk-support-level-1"}]}