Level 1 Service Desk Agent

Buchanan Technologies; Northern (KY); Hybrid; USD 38,000 - 46,000; Full time

Job summary

Buchanan Technologies is seeking a customer-focused Level 1 Service Desk Agent to provide remote IT support for a healthcare organization. You will serve as the first point of contact, troubleshoot routine issues, and ensure dependable business-hours coverage.

In this fully remote role based in the United States, you will document incidents in the ticketing system, escalate when needed, and collaborate with global teams to deliver a positive support experience.

Qualifications

• First point of contact for users seeking assistance.
• Troubleshoot routine hardware, software, connectivity, and application-access issues.
• Document, categorize and update incidents in the ticketing system.
• Operate within Level 1 support scope and escalate when necessary.
• Maintain clear communication on ticket status and next steps.

Responsibilities

• Serve as a first point of contact for users requesting technical assistance.
• Troubleshoot routine hardware, software, connectivity, and application-access issues using established procedures.
• Record, categorize, and update incidents and service requests in the ticketing system.
• Resolve issues within Level 1 support scope and escalate as needed.
• Keep users informed of ticket status and next steps.
• Follow established support, security, and escalation procedures.
• Collaborate with other support teams to ensure effective handoffs and timely resolution.
• Contribute to support documentation and knowledge-sharing activities.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Multitasking

Remote work

Tools

Ticketing system

Job description

Level 1 Service Desk Agent
IT Support & Service Desk Grapevine , Texas 10420 Sep 18, 2026

Level 1 Service Desk Agent

Company: Buchanan Technologies
Location: Fully remote-United States
Duration: Initial six-month engagement, with potential for extension
Schedule: Monday-Friday, primarily 7:30 AM-4:00 PM Pacific / 9:30 AM-6:00 PM Central, with flexibility to work an assigned shift within 5:00 AM-5:00 PM Pacific / 7:00 AM-7:00 PM Central

About the Role

Buchanan Technologies is seeking a customer-focused Level 1 Service Desk Agent to provide remote technical support for a healthcare organization. This individual will help maintain dependable business-hours coverage by assisting users, troubleshooting routine technical issues, and escalating requests as needed.

The ideal candidate communicates clearly, approaches problems methodically, and provides a positive support experience while working across multiple applications.

Key Responsibilities

Serve as a first point of contact for users requesting technical assistance.

Troubleshoot routine hardware, software, connectivity, and application-access issues using established procedures.

Record, categorize, and update incidents and service requests in the ticketing system.

Resolve issues within Level 1 support scope and ...

Keep users informed of ticket status and next steps.

Follow established support, security, and escalation procedures.

Collaborate with other support teams to ensure effective handoffs and timely resolution.

Contribute to support documentation and knowledge-sharing activities.

Qualifications

Strong customer service skills and clear verbal and written communication.

Ability to troubleshoot common end-user technology issues.

Strong organizational skills and attention to detail when documenting support requests.

Ability to prioritize incoming requests and work across multiple applications.

Ability to work independently in a remote environment and collaborate with a distributed team.

Availability for the primary shift, with flexibility to work an assigned shift within the stated business-hours window.

Remote Work Requirements

Reliable internet connectivity meeting the stated 75-100 Mbps minimum speed requirement to support simultaneous use of multiple business applications.