L1 Support Engineer

Key Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing systems
• Diagnose and resolve basic hardware, software, and network issues
• Log, track, and manage incidents and service requests in the ITSM tool (e.g., ServiceNow)
• Perform initial troubleshooting for: Password resets and access issues, Email and collaboration tools (Outlook, Teams, etc.), Desktop, laptop, and peripheral issues, Basic network/connectivity problems
• Escalate complex issues to L2/L3 support teams with proper documentation
• Maintain accurate records of all interactions and resolutions
• Follow standard operating procedures (SOPs) and service level agreements (SLAs)
• Aid with user onboarding/offboarding tasks, including account setup and system access
• Provide guidance and support to users on IT policies and tools
• Contribute to knowledge base documentation and process improvements

Required Skills & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 2 years of experience in IT support, help desk, or technical support role
• Basic understanding of: Windows/Mac operating systems, Active Directory (user management, password resets), Networking fundamentals (DNS, DHCP, VPN)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to prioritize and manage multiple tasks

Pay

The estimated pay range for this position is USD $35.00/Hr - USD $40.50/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location.

Benefits

We offer comprehensive benefits.