The Level 1 (L1) Desktop Support Specialist serves as the first point of contact for end-user IT support, providing timely and professional assistance for desktop, laptop, hardware, software, and basic network-related issues. This role focuses heavily on customer service, accurate ticket documentation, and adherence to IT service management (ITSM) processes, escalating more complex issues to higher-tier support as needed.
Required Skills & Experience
• 1–3+ years of experience in a desktop support, service desk, or IT support role
• Strong working knowledge of:
○ Windows 10/11 and/or macOS
○ Microsoft 365 / Outlook / Teams
○ Basic Active Directory (password resets, account unlocks, group assignments)
• Familiarity with ticketing systems and ITSM processes
• Strong customer service and communication skills
• Ability to multitask and prioritize in a fast-paced support environment
Key Responsibilities
• Troubleshoot and resolve common desktop issues including:
○ Password resets and account access
○ Printer and peripheral connectivity
○ Basic application and OS issues
○ Network connectivity (wired/wireless)
• Serve as first-line support for end users experiencing hardware, software, and peripheral issues (Windows and macOS environments)
• Image, deploy, reimage, and configure laptops and desktops according to standard operating procedures
• Provide deskside, walk-up, and remote support depending on site requirements
• Accurately log, track, and update incidents and requests in a ticketing system (ServiceNow, Remedy, Jira, etc.)
• Escalate unresolved or complex issues to L2/L3 support following defined escalation paths
• Support new hire onboarding and offboarding including equipment preparation and access provisioning
• Maintain professionalism, clear communication, and a customer-first mindset at all times
• Adhere to IT security, asset management, and documentation standards