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TIER I SERVICE DESK AGENT (JUNIOR, EXTENDED HOURS)
Empower AI Inc. United States $57k - $83k/yr
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Why this grade This listing scored 39/100, which is an F. It lost the most ground on pay transparency. See the breakdown
- Description depth 20 / 20 How much the posting actually says about the work, measured in characters of real text.
- Pay transparency 12 / 25 A published salary range, worth more than any other single factor because it is what a candidate cannot find out without applying.
- Remote clarity 8 / 15 Whether "remote" means anywhere, or is quietly restricted to one country.
- Corroboration 5 / 10 Whether more than one source carries this listing.
- Freshness 4 / 15 How recently it was posted. Older postings are likelier to be filled or abandoned.
- Role specificity 0 / 10 Whether the listing is tagged well enough to tell what the role actually is.
-10 Ghost-job penalty — Deducted for signals that this posting may not be a real, currently-open role — staleness, repeated relisting, or talent-pool language.
Every figure above is arithmetic over the posting itself — its salary field, its text, its age, its tags and how many sources carry it. How the grades work →
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Description
This role is accountable for providing1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide How To support.Responsibilities
Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelinesResponsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution
Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk
Maintains an understanding of standard applications supported by the End User Services team
Requirements
Advanced English
Fluent French
3+ years of equivalent work experience in technical support or a people management role
Experience with end-user technologies, including: Desktops, laptops, and mobile devices, Meeting room technology
Operating systems: Windows, MacOS, iOS
Experience troubleshooting complex Microsoft 365 incidents, including Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues.
Experience troubleshooting Outlook, Teams, OneDrive, and Microsoft 365 accounts for end-users
Experience managing users, access, and MFA in Azure Active Directory (Entra ID)
Experience supporting and managing Windows and MacOS devices through Microsoft Intune
Experience troubleshooting LAN/WiFi/VPN connectivity issues and supporting switches and firewalls
MCP WIN 10 certification
Azure experience
Understanding of ITIL processes and call tracking systems (e.g., ServiceNow)
Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization
Service Desk Team: After-hours On-Call support from 7 PM to 7 AM
Benefits
Fully remote work arrangement as a contractor
Competitive salary in USD
PTO days per year
100% company-covered international certifications
Access to coworking spaces
English classes
Engaging team-building activities
Personalized gifts
Welcome kit
Referral program
Originally posted on Himalayas
Apply for this role Opens himalayas.app — the link as listed; we have not yet verified it is the employer's own page
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Where this listing came from
- 06 Aug 2026 Himalayas first sighting
Seen on 1 board over 0 days.