IT Service Desk Level 1 Engineer

Join Our Team

Eakes is looking for an IT Service Desk Level 1 Engineer to be the first point of contact for our managed services clients. In this role, you'll deliver exceptional customer support, troubleshoot technical issues, and help ensure our customers receive a premier service experience every person, every time.

If you enjoy technology, have strong customer service skills, and are looking to grow your IT career with a company that values teamwork, responsiveness, and continuous learning, we'd love to hear from you. This position can be located in our Lincoln, NE or Grand Island, NE office.

What You'll Do

• Answer incoming service desk calls and create support tickets.
• Monitor, prioritize, and triage incoming service requests.
• Accurately document ticket details, work performed, and resolution steps in real time.
• Provide technical assistance and support to customers via phone, email, and remote tools.
• Troubleshoot basic computer, network, and system issues.
• Escalate issues to the appropriate engineering teams when necessary.
• Assist with documenting processes, procedures, and knowledge base articles.
• Maintain clear communication with customers throughout the support process.
• Participate in an on-call support rotation with team members.
• Deliver an outstanding customer experience while demonstrating professionalism, empathy, and strong communication skills.

What We're Looking For

Required Qualifications

• 2+ years of customer service or technical support experience.
• Basic knowledge of computers, operating systems, and networking concepts.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Typing proficiency of at least 50 words per minute.
• Strong problem-solving and organizational skills.
• Ability to remain calm and professional when handling customer issues.

Preferred Qualifications

• Experience working in a help desk, service desk, or managed services environment.
• Familiarity with ticketing systems and remote support tools.
• CompTIA A+, Network+, or similar certifications are a plus.