L1 Service Desk Engineer

Coforge; Omaha (NE); On-site; USD 42,000 - 58,000; Full time

Job summary

Coforge in Omaha, NE is seeking an L1 Service Desk Engineer to provide frontline IT support. You will handle user inquiries via phone, chat, and email, perform basic troubleshooting, and document steps.

The ideal candidate has 2–4 years in IT support, strong communication, familiarity with Windows/macOS and networking, and some certifications like CompTIA A+ or ITIL Foundation.

Qualifications

• Clear verbal and written communication to explain fixes to non-technical users.
• Familiarity with Windows, macOS, office suites, and basic networking.
• 2 to 4 years of IT support or customer service experience.
• CompTIA A+, ITIL Foundation, or Microsoft equivalents preferred.

Responsibilities

• Answer incoming calls, chats, and emails from users needing tech help.
• Log, track, and categorize requests using an ITSM ticketing system.
• Perform basic troubleshooting: password resets, printer connections, software installs, VPN access.
• Escalate complex issues to Level 2/3 teams as needed.
• Document troubleshooting steps and update knowledge base articles.

Skills

Communication

Technical Basics

IT Experience

Certifications

Job description

Experience: 3+ years

We at Coforge are hiring a L1 Service Desk Engineer with following skillset :

Key Responsibilities

• User Support: Answer incoming calls, chats, and emails from users needing tech help.
• Incident Management: Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
• Basic Troubleshooting: Fix common issues like password resets, printer connections, basic software installations, and VPN access.
• Escalation: Route complex or unresolved issues to appropriate Level 2/3 technical teams.
• Documentation: Record clear troubleshooting steps and update knowledge base articles.

Required Skills and Qualifications

• Communication: Clear verbal and written skills to explain fixes to non-technical users.
• Technical Basics: Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
• Experience: 2 to 4 years of experience in an IT support or customer service role.
• Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft equivalents.
• Work Style: Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.