IT Service Desk L1: Fast, Friendly Support

Belcan LLC; Des Moines, Northern (IA, KY); Hybrid; USD 62,000 - 65,000; Full time

Job summary

Belcan LLC seeks a Service Desk Support technician to serve as the first point of contact for end users seeking IT support. This role emphasizes intake, initial triage, and resolution of common incidents with a high-quality customer experience.

You will log interactions in the ITSM system, follow established workflows, escalate when needed, and support onboarding tasks while maintaining SLA targets and professional communication.

Qualifications

• Experience using ITSM ticketing system (ServiceDesk Plus).
• Strong customer service skills with clear, professional communication.
• Troubleshoot common issues such as password resets, connectivity problems, and workstation/app errors.
• Ability to follow defined procedures, knowledge articles, and escalation workflows.
• Solid organizational skills and ability to multitask in a fast-paced environment.
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).

Responsibilities

• Serve as the first point of contact for all IT incidents and service requests via phone, email, chat, and ticketing system.
• Perform initial triage, troubleshooting, and resolution for common technical issues.
• Log, track, and document all interactions in the ITSM platform.
• Follow defined workflows and knowledge articles to resolve issues efficiently.
• Escalate complex incidents to Level 2 or specialized support teams.
• Maintain awareness of SLA targets and ensure requests meet response/resolution times.
• Provide clear, professional communication to end users.
• Identify recurring issues and contribute to knowledge base improvements.
• Support onboarding tasks such as account provisioning or basic equipment setup.
• Participate in scheduled training to stay proficient with tools and processes.

Skills

ITSM experience

Customer service

Troubleshooting

Escalation workflows

Organizational skills

Windows/macOS basics

Microsoft 365 apps

Tools

ServiceDesk Plus

Remote support tools

Azure AD / Active Directory

TeamViewer/Bomgar

OneDrive/SharePoint basics

Job description

Belcan LLC seeks a Service Desk Support technician to serve as the first point of contact for end users seeking IT support. This role emphasizes intake, initial triage, and resolution of common incidents with a high-quality customer experience.

You will log interactions in the ITSM system, follow established workflows, escalate when needed, and support onboarding tasks while maintaining SLA targets and professional communication.