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Tier 1 Service Desk Rep - 100% Remote after training (2 weeks on-site Ann Arbor, MI)

Tier 1 Service Desk / Technical Support Representative

United States – 100% Remote after training (1-2 weeks on-site Ann Arbor, MI)

Shift - Either 11am - 8pm or 12pm - 9pm ET

Key Responsibilities

  • Respond to user questions via Five 9, MS Teams call, email, chat, and ServiceNow ticketing system.
  • Diagnose and resolve basic hardware, software, and network issues.
  • Log and track support requests using ServiceNow.
  • Provide step-by-step guidance to users for resolving issues.
  • Escalate unresolved or complex problems to Tier 2 support or other IT teams with details notes of basic troubleshooting that was completed by Tier 1.
  • Maintain accurate documentation of all interactions and resolutions from phone calls, Teams calls, chat, email, etc.
  • Follow standard operating procedures and service level agreements (SLAs)
  • Assist with password resets, maintaining security requirements.
  • Complete access provisioning requests following standard SLA and communicating with end suer throughout the process.

Required Skills & Qualifications

  • Strong communication and customer service skills.
  • Basic understanding of operating systems (Windows 10/11, macOS), Office 365 suite, Active Directory, Azure/Intune.
  • Ability to follow scripts and troubleshooting guides.
  • Ability to write troubleshooting guides and updated documentation for resolutions or new processes.
  • Familiarity with Five9 telephony software and ServiceNow ticketing system.
  • Associates degree or IT certifications like CompTIA A+ (Or 1-2 years of equivalent work experience)
  • Strong problem-solving mindset and attention to detail.

Preferred Attributes

  • Patience and empathy when dealing with frustrated users.
  • Ability to multitask and manage time effectively.
  • Willingness to learn and grow into elevated role within the team.
  • Team-oriented mindset with a proactive attitude.
  • Highly reliable work ethic.

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