Service Desk L1 agent

The Service Desk L1 agent provides routine first-line user support, troubleshooting hardware, software, and connectivity issues using remote access tools. They escalate complex problems, coordinate service requests, and manage tickets to closure while keeping clients updated. The role involves complying with Service Desk policies, contributing to the knowledge base, and assisting with special projects to meet organizational SLAs. A high school diploma or GED is required, with less than one year of experience.

Must Have

• Assisting with first line user support by guiding users through the necessary steps to restore functionality
• Troubleshooting hardware, software and connectivity issues using remote access tools
• Escalating complex issues to 2nd and 3rd level resolver teams
• Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests
• Ensuring tickets are managed to closure and keeping users / clients updated on status and progress
• Complying with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures
• High School diploma or GED
• Less than 1 year of experience in area of responsibility

What success looks like in this role:

• With guidance, performs routine support duties, including:
• Assisting with first line user support by guiding users through the necessary steps to restore functionality,
• Troubleshooting hardware, software and connectivity issues using remote access tools
• Escalating complex issues to 2nd and 3rd level resolver teams, and
• Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
• Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
• Contributes to continues improvement of the Service Desk knowledge base.
• Delivers results in support of the organizations SLAs.
• Assists with special projects as assigned

You will be successful in this role if you have:

High School diploma or GED required

Generally, less than 1 years’ experience in area of responsibility