Service Desk Engineer jobs in United States
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Thread · 1 month ago

Service Desk Engineer

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level

Thread is a VC-backed startup on a mission to transform IT service delivery into collaborative experiences. As an AI Service Desk Engineer, you will ensure the smooth operation of internal systems and provide excellent technical support to partners, thriving in a fast-paced environment.

AppsArtificial Intelligence (AI)Information TechnologyMessaging
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H1B Sponsor Likelynote

Responsibilities

Provide first and second-line technical support to Partners
Troubleshoot Teams, Slack, Inbox, and Messenger
Set up and configure new user accounts and equipment
Provide QA and feedback to the product and Dev Teams
Collaborate with other IT team members to resolve complex issues
Ensure all incidents and service requests are logged and tracked through to resolution
Maintain accurate documentation and knowledge base articles
Participate in IT projects and initiatives as assigned

Qualification

Service Desk experienceWindows operating systemMac operating systemSlack familiarityTeams familiarityPSA Systems knowledgeTroubleshooting skillsAPI familiarityAnalytical skillsITIL framework knowledgeLinear ticketing systemsIT certificationsCommunicationProblem-solving skills

Required

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
Proven experience in a Service Desk or Help Desk role, preferably in a fast-paced environment
Strong knowledge of Windows and Mac operating systems
Familiarity with Slack, Teams, Teams Admin center
Familiarity with PSA Systems such as Connectwise, Autotask, Halo, or others
Experience with troubleshooting hardware and software issues
Excellent communication skills and ability to interact professionally with employees at all levels
Familiarity with API and Webhooks
Strong analytical and problem-solving skills
Ability to prioritize and manage multiple tasks effectively

Preferred

IT certifications such as CompTIA A+, Network+, or Microsoft certifications
Experience with ITIL framework or other IT service management best practices
Familiarity with Linear or other ticketing systems

Benefits

Competitive compensation
Comprehensive benefits
Opportunities for professional growth and development

Company

Thread

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Thread is an AI-powered service desk platform for Managed Service Providers (MSPs).
dateFounded in 2022
location
New York, New York, USA
people-size11-50 employees
web-link
https://getthread.com

H1B Sponsorship

Thread has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2023 (3)
2022 (6)
2021 (4)
2020 (5)

Funding

Current Stage
Early Stage
Total Funding
$33.9M
Key Investors
Susquehanna Growth Equity
2025-12-18Series Unknown· $18M
2025-08-12Series Unknown· $8M
2025-04-30Seed· $3.9M

Leadership Team

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Matthew Linn
Co-Founder, COO
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Markel Alayev
Founder
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Recent News

EIN Presswire
Thread Announces General Availability of Voice AI to Modernize MSP Phone Support
2026-01-11
Pulse 2.0
Thread: $18 Million Raised From Susquehanna To Expand Agentic AI Service Intelligence For MSPs
2025-12-25
PYMNTS.com
Investors Bet on AI to Streamline Enterprise Operations
2025-12-24
Company data provided by crunchbase