{"id":4128744,"url":"https://alion.io/job/ltm-service-desk-engineer-4","title":"Service Desk Engineer","company":{"id":9353,"name":"LTM","domain":"ltm.com","url":"https://alion.io/company/ltm","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"RippleHire","truth_index":{"grade":"B","score":77,"open_postings":165,"ghost_share":0,"stale_share":0.939,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Frisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T01:56:24Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Location: Frisco, TX (5 days onsite)\nWork Location: This is a 100% in-office position located at LTM Frisco, TX office. No remote work or work-from-home options are available.Schedule Commitment: The role requires adherence to a structured, rotating shift pattern within the hours of 5:00 AM CT and 10:00 PM CT. Candidates must be available to work on weekends and holidays as part of the standard operational schedule.Attendance & Schedule Adherence: Strict adherence to assigned login/logout times, break schedules, attendance requirements, and punctuality standards is mandatory. Schedule compliance, attendance reliability, and workforce discipline are non-negotiable expectations essential to maintaining service levels and operational excellence.Service Desk Services\nJD Service Desk Analysts\nMinimum 1 to 3 years of experience as a Help Desk Technical Support Technician or Semi Technical support role\nGood understanding of computer systems mobile devices and other tech products\nStrong problem solving abilities with Ability to diagnose and resolve basic technical issues\nStrong verbal and written communication skills with the ability to effectively communicate to a variety of audiences\nCertification Requirement ITIL Foundation Windows 10 Configuration\nJob Description\nResponsible for providing technical assistance and support related to computer systems hardware or software Responds to queries runs diagnostic programs isolates problem and determines and implements solution\nMust have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution They must also be customer oriented and patient to deal with difficult customers\nResponsibilities\nFirst point of contact for all end user reporting technical issues over the phone Chat or email or web\nResponsible for providing the first line of technical support of hardware Operating Systems sub systems and or applications for customers and or employees\nPerforming remote troubleshooting through diagnostic techniques and pertinent questions\nApplies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures\nTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements\nEscalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups\nMaintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs\nLog all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions\nAdvise users on appropriate course of action\nMonitor issues from start to resolution\nSystematically interprets user problems and identifies solutions and possible side effects Ability to paraphrase and trouble shoot issues\nUses experience to address user problems and interrogates database for potential solutions\nResponds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate\nMaintains records informs users about the process and advises relevant persons of actions taken\nAdhere to the documented policies and procedures\nPass on any feedback or suggestions by customers to the appropriate internal team\nEngages other support teams or resources as when appropriate to resolve tickets\nUse appropriate CTI classification for incidents and requests\nCreate a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates\nMaintain confidentiality with regards to client customer information adhere to the NDA guidelines\nIdentify major incidents and invoke the major incident management process\nIdentify new issues and contribute to Knowledge Base development\nInstall modify and repair computer hardware and software\nPreferred\nGood communication skills\nNeed to be flexible in working from Office\nShould have understanding of below Technical Skills\nBasic Networking VPN and Active Directory Skills\nOS Windows 7 Windows 10 Mac OS X\nOffice MS Office Office365\nBrowser IE7 IE8 Mojilla Safari\nOutlook 2007 2010 2016\nKnowledge on PC Laptop Handheld Printers Remote Support\nHands on experience on ITSM tools like ServiceNow BMC is an added advantage","description_format":"text","description_chars":4443,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-11-12T01:56:24Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 199","filings_12m":199,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":97500,"route":null,"cap_exempt":false,"checked_at":"2026-11-11T07:38:50+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":13}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":7,"expected_fill_days":41,"reasons":["conf:2","win:early","comp:junior,brand"],"computed_at":"2026-11-12T04:19:46Z"},"pay":null,"html_url":"https://alion.io/job/ltm-service-desk-engineer-4","json_url":"https://alion.io/job/ltm-service-desk-engineer-4.json","meta":{"generated_at":"2026-11-12T04:19:46Z","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":9439,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":9353},"rest":"https://alion.io/mcp/rest/get_company?id=9353"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fltm-service-desk-engineer-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fltm-service-desk-engineer-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fltm-service-desk-engineer-4"},{"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/ltm-service-desk-engineer-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fltm-service-desk-engineer-4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4128744}},{"tool":"search_jobs","arguments":{"company":"ltm.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4128744},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}