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Service Desk Support L1

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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.

  
Job Duties: 
* 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.
Key Responsibilities:
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.
Required Qualifications: 
  • Experience using an IT service management (ITSM) ticketing system (ServiceDesk Plus)
  • * Strong customer service skills, with the ability to communicate clearly, professionally, and effectively with non‑technical users.
  • * Demonstrated ability to troubleshoot common issues such as password resets, connectivity problems, and workstation/application errors.
  • * Ability to follow defined procedures, knowledge articles, and escalation workflows.
  • * Solid organizational skills and the ability to manage multiple tasks in a fast‑paced environment.
  • * Basic understanding of Windows and/or macOS operating systems.
  • * Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
  • * Ability to work scheduled shifts, including occasional extended hours or on‑call based on operational needs.
Preferred Qualifications & Skills:
  • CompTIA A+, Network+, or other foundational IT certifications.
     * Experience supporting users in an enterprise environment or within a formal ITIL/ITSM framework.
     * Familiarity with ServiceDesk Plus or similar ITSM platforms beyond basic ticket handling (e.g., workflows, categories, templates).
     * Exposure to identity and access management tools (Active Directory, Azure AD, MFA administration).
     * Basic understanding of networking concepts such as DNS, DHCP, VPN, and Wi‑Fi troubleshooting.
     * Experience with remote support tools like TeamViewer, Bomgar, or similar platforms.
     * Knowledge of mobile device support (iOS, Android) and standard endpoint management practices.
     * Demonstrated ability to document troubleshooting steps or contribute to knowledge base articles.
     * Prior customer support or call center experience with performance metrics.
     * Strong problem‑solving mindset and interest in developing deeper technical skills.
 

 Compensation:
We provide a competitive pay and benefits package. This position is offering a salary range of $62,000-65,000 per year.  Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
 
 
Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
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