L1 Support Engineer

We are seeking a proactive and customer-focused L1 Support Engineer to provide first-level technical assistance to end users. This role is responsible for troubleshooting basic IT issues, managing service requests, and ensuring timely resolution or escalation of incidents to higher-level support teams., * 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)
• Assist 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

The ideal candidate will have experience providing remote and onsite support to over 300 end users, primarily within Mac-focused environments (90% Mac environment)., * 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

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. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process