Service Desk Support L1

Innovative, Secure, and Outcome-Based Solutions

Job Summary:

The Service Desk Support technician serves as the first point of contact for end users seeking IT support. This role is responsible for intake, initial troubleshooting, and resolution of common incidents and service requests, with a strong focus on delivering a consistent, high-quality customer experience. L1 technicians follow established ITSM processes, document all interactions within the service management platform, and escalate issues appropriately to ensure timely and effective service delivery.

The position plays a critical role in maintaining operational stability and supporting the organization's technology environment through responsive, accurate, and customer-focused support.

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  * Serve as the first point of contact for all incoming IT incidents and service requests via phone, email, chat, and ticketing system.
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  * Perform initial triage, troubleshooting, and resolution for common technical issues, including password resets, account access, workstation problems, and standard software support.
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  * Log, track, and document all interactions and technical steps taken within the ITSM platform, ensuring accuracy and completeness.
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  * Follow defined workflows and knowledge articles to resolve issues efficiently and consistently.
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  * Escalate complex incidents to Level 2 or specialized support teams when resolution cannot be achieved at L1.
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  * Maintain awareness of SLA targets and ensure requests are managed in accordance with required response and resolution times.
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  * Provide clear, professional communication to end users, keeping them informed of status and next steps.
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  * Identify recurring issues and contribute feedback to improve knowledge base articles and support documentation.
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  * Support onboarding tasks such as account provisioning or basic equipment setup, depending on environment.
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  * Participate in scheduled training or coaching sessions to maintain proficiency with tools, processes, and new technologies.

• 
  * Serve as the first point of contact for all incoming IT incidents and service requests via phone, email, chat, and ticketing system.
• 
  * Perform initial triage, troubleshooting, and resolution for common technical issues, including password resets, account access, workstation problems, and standard software support.
• 
  * Log, track, and document all interactions and technical steps taken within the ITSM platform, ensuring accuracy and completeness.
• 
  * Follow defined workflows and knowledge articles to resolve issues efficiently and consistently.
• 
  * Escalate complex incidents to Level 2 or specialized support teams when resolution cannot be achieved at L1.
• 
  * Maintain awareness of SLA targets and ensure requests are managed in accordance with required response and resolution times.
• 
  * Provide clear, professional communication to end users, keeping them informed of status and next steps.
• 
  * Identify recurring issues and contribute feedback to improve knowledge base articles and support documentation.
• 
  * Support onboarding tasks such as account provisioning or basic equipment setup, depending on environment.
• 
  * Participate in scheduled training or coaching sessions to maintain proficiency with tools, processes, and new technologies.

• Experience using an IT service management (ITSM) ticketing system (Service Desk Plus)
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  * Strong customer service skills, with the ability to communicate clearly, professionally, and effectively with non‑technical users.
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  * Demonstrated ability to troubleshoot common issues such as password resets, connectivity problems, and workstation/application errors.
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  * Ability to follow defined procedures, knowledge articles, and escalation workflows.
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  * Solid organizational skills and the ability to manage multiple tasks in a fast‑paced environment.
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  * Basic understanding of Windows and/or macOS operating systems.
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  * Familiarity with Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint).
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  * Ability to work scheduled shifts, including occasional extended hours or on‑call based on operational needs.

• CompTIA A+, Network+, or other foundational IT certifications.
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  *…