Service Desk Engineer – Level 1 (CL11)
Position Summary: The Level 1 Service Desk Engineer is the first point of contact for end-user incidents and service requests. The role delivers timely, courteous, and accurate support using approved knowledge articles and standard procedures, resolves common issues at first contact whenever possible, fulfills authorized requests, maintains complete ticket records, and escalates issues that require advanced technical investigation.
Key Responsibilities
Receive contacts by phone, email, portal, and approved support channels; verify user details and establish the nature, urgency, and business impact of the issue.
Log, categorize, prioritize, update, and close incidents and service requests accurately in the designated ITSM platform.
Provide first-contact troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPN, remote access, and basic network connectivity.
Support common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications using approved procedures.
Perform authorized password resets, account unlocks, multifactor authentication assistance, basic group membership updates, mailbox access requests, distribution list changes, and license requests.
Support device enrollment, standard software installation, basic compliance checks, Windows Autopilot activities, and common Microsoft Intune or JAMF issues within documented procedures.
Provide BitLocker recovery assistance and execute other approved endpoint and access requests within assigned permissions.
Use knowledge articles, scripts, standard operating procedures, and remote-support tools to maximize first-contact resolution.
Communicate clearly with users, set expectations, provide status updates, and confirm restoration or request completion before closure.
Escalate unresolved, complex, high-impact, security-related, or out-of-scope issues to Level 2 or the appropriate resolver group with complete diagnostic details.
Maintain ticket ownership through handoff and follow up as required to support a positive user experience.
Identify knowledge gaps, recurring issues, and potential service improvements; submit updates for review.
Monitor assigned queues, aging, backlog, service-level targets, first-contact resolution, reopened tickets, and customer satisfaction.
Follow client security, privacy, access, incident, request, knowledge, and acceptable-use policies.
Participate in knowledge transfer, shadowing, reverse shadowing, readiness validation, and 24x7x365 shift coverage as assigned.
Required Qualifications and Experience
One or more years of experience in a Service Desk, help desk, desktop support, technical support, customer support, or managed services environment.
Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPN, remote access, and basic network connectivity.
Foundational experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.
Experience using ServiceNow or a comparable ITSM platform to log, categorize, prioritize, update, escalate, and close incidents and service requests.
Ability to follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes accurately.
Strong customer-service, communication, active-listening, troubleshooting, documentation, time-management, and organizational skills.
Ability to manage multiple tickets, meet service-level targets, maintain attention to detail, and work effectively in a 24x7 support environment.
Ability to recognize security concerns, protect confidential information, and escalate suspected incidents in accordance with approved procedures.