Service Desk Technician (Level 1)

United Flow Technologies is a platform established in July 2021 to invest in the municipal and industrial water and wastewater market. UFT has partnered with market leading businesses to create a national provider of process, pump, automation & control, and other equipment solutions. And we’re just getting started making strategic partnerships to provide clean water across the country!

United Flow Technologies (UFT) is hiring a Level 1 Service Desk Technician to serve as the first point of contact for IT support across UFT and its operating companies. This role manages incoming calls and tickets through ManageEngine ServiceDesk Plus (SDP), taking issues from intake through resolution. 

 

This is a hands-on technical role requiring experience with Microsoft Intune, Entra ID, Microsoft 365, and basic network and systems troubleshooting. This position requires working on-site in our Irving, TX office with occasional travel. 

 

UFT’s multi-company environment offers variety and requires someone who is adaptable, resourceful, customer-focused, and comfortable troubleshooting in a changing environment.

• Serve as the primary point of contact for IT support. Answer inbound calls promptly and professionally, and act as the intake point for all issues and requests entering IT. 

• Create, triage, categorize, and prioritize tickets in ManageEngine SDP in accordance with established service levels and ITIL-aligned incident and service request workflows. 

• Own assigned tickets end to end: drive resolution, keep users informed with proactive status updates, and close with complete resolution notes and accurate time entry. 

• Escalate to Tier 2 / Tier 3 with a complete diagnostic picture; symptoms, troubleshooting already performed, affected users, and business impact. 

• Recognize the difference between an isolated issue and an emerging systemic outage and escalate broad-impact events immediately with a clear scope assessment. 

• Contribute knowledge base articles and end-user guidance that shift repeat issues toward self-service resolution. 

• Provide shift coverage that keeps the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts. 

 

• Entra ID: Perform user lifecycle tasks including account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment. 

• Sign-in troubleshooting: Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately. 

• Intune: Enroll, configure, and remediate Windows endpoints; Autopilot enrollment, compliance and configuration policy troubleshooting, application deployment, and remote device actions. 

• Maintain accurate configuration and asset data, including hardware assignment, warranty, and lifecycle status. 

• Document repeatable procedures so that solutions are transferable across the service desk team rather than held individually. 

• Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations. 

• Support IT projects as assigned. This may include endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work. 

• Associate or bachelor’s degree in Information Technology or a related field preferred, or equivalent practical experience. 

• ManageEngine ServiceDesk Plus experience; power user or administrator, including request templates, workflow and SLA configuration, or reporting. 

• Familiarity with Fortinet switching or Zscaler Private Access. 

• Basic PowerShell scripting for bulk administration and reporting tasks. 

• Relevant certifications: Microsoft MD-102, SC-300, or MS-900; CompTIA A+ or Network+; ITIL v4 Foundation. 

• Experience supporting a multi-site, multi-company, or acquisition-driven environment with heterogeneous tooling and legacy systems.