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1St Line Service Desk Engineer Jobs (NOW HIRING)

Titan

Service Desk Engineer

Raleigh, NC · On-site

$55K - $65K/yr

As a Level 1 Service Desk Engineer, you're the front line. You own the tickets that reach a human, resolve them fast, and flag the patterns that should become automation. This is not a traditional ...

New York Cloud Apps

Help Desk Engineer

New York, NY

The Help Desk Engineer (HDE) is an experience IT support technician working in a service representative capactity for a variety of clients. The Help Desk Engineer is responsible for first-line ...

RFA

Service Desk Engineer

New York, NY · On-site

The Service Desk Engineer serves as the primary technical point of contact for RFA's global client ... This role is responsible for providing first and second-level technical support, resolving ...

Dresner Group

Service Desk Engineer

Columbia, MD · On-site

Help Desk, 24x7x365 * Cloud Services * IT Consulting Services For More Career Opportuniites Please Visit: www.dresnergroup.com Service Desk Engineers at Dresner Group act as an integral role to our ...

RFA

Service Desk Engineer

New York, NY

The Service Desk Engineer serves as the primary technical point of contact for RFA's global client ... This role is responsible for providing first and second-level technical support, resolving ...

Dresner Group

Service Desk Engineer

Columbia, MD · On-site

Help Desk, 24x7x365 * Cloud Services * IT Consulting Services For More Career Opportuniites Please Visit: www.dresnergroup.com Service Desk Engineers at Dresner Group act as an integral role to our ...

Impact Networking

IT Service Desk Engineer

Lake Forest, IL · On-site

$55K - $70K/yr

... first. What makes Impact special is that growth has never come at the expense of the values that ... Service Desk Engineers will serve as Tier 2 and 3 resources for operational IT issues that can be ...

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How much do 1st line service desk engineer jobs pay per hour?

As of Jul 13, 2026, the average hourly pay for 1st line service desk engineer in the United States is $30.74, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $43.03 per hour, depending on experience, location, and employer.

What skills do you need for L1 desktop support engineer?

An L1 desktop support engineer needs strong troubleshooting skills, knowledge of operating systems like Windows and macOS, and familiarity with common hardware and software issues. Good communication skills, basic networking knowledge, and the ability to prioritize tasks are also essential. Certifications such as CompTIA A+ can enhance job prospects.

What engineer makes $500,000 a year?

While most 1st Line Service Desk Engineers earn significantly less, some senior or specialized IT professionals with extensive experience, certifications, and advanced skills in areas like cybersecurity or cloud computing can reach or exceed this salary level, often in senior management or consulting roles. Such high earnings are rare and typically involve leadership positions or highly specialized expertise in the technology sector.

What is a Tier 1 service desk job description?

A Tier 1 Service Desk Engineer is responsible for providing first-level technical support to users, handling common issues such as password resets, software troubleshooting, and hardware problems. They typically use ticketing systems, follow established procedures, and escalate complex issues to higher support tiers when necessary.

What is the difference between 1St Line Service Desk Engineer vs 2nd Line Support Technician?

Aspect1St Line Service Desk Engineer2nd Line Support Technician
CertificationsCompTIA A+, ITIL FoundationCompTIA A+, Network+
Work EnvironmentHelpdesk, front-line support, remote or on-siteEscalated support, more technical troubleshooting
Employer UsageIT support teams, service providersIT departments, technical support teams

The 1St Line Service Desk Engineer primarily handles initial user issues, providing basic troubleshooting and support. The 2nd Line Support Technician deals with more complex problems that require deeper technical knowledge. While both roles require similar certifications and work in support environments, the 2nd Line Technician typically handles escalated issues that cannot be resolved at the first level.

What is L1 L2 L3 support engineer?

A 1st Line Service Desk Engineer typically handles initial customer support, troubleshooting basic issues, and resolving common problems. L2 and L3 support engineers are more experienced, dealing with complex technical issues, advanced troubleshooting, and system analysis, often requiring deeper technical knowledge and specialized skills. These support levels help ensure efficient issue resolution across different complexity tiers in IT support environments.
More about 1St Line Service Desk Engineer jobs
What job categories do people searching 1St Line Service Desk Engineer jobs look for? The top searched job categories for 1St Line Service Desk Engineer jobs are:
Reactive Service Desk/ Sr. Help Desk Engineer

Reactive Service Desk/ Sr. Help Desk Engineer

Onsite Logic

Lenexa, KS • Remote

Full-time

Re-posted 6 days ago

Job description

Salary: Salary : $55,000 - $75,000 DOE

Onsite Logic: Reactive Service Desk/ Sr. Help Desk Engineer


Are you a tech whiz with a knack for solving problems and building relationships? Do you thrive in a fast-paced environment and enjoy helping others? Then join Onsite Logic as a Reactive Service Desk/ Sr. Help Desk Engineer!


About the Role


As a Reactive Service Desk/ Sr. Help Desk Engineer at Onsite Logic, you'll be the first line of defense for our valued clients. You'll tackle intermediate IT issues onsite and remotely, ensuring their technology runs smoothly and efficiently. You'll wear many hats, troubleshooting hardware and software, providing expert advice, and continuously improving our service delivery.


Responsibilities:


Tech Problem Solver: Resolve intermediate scheduled and reactive service calls, both onsite and remotely. Utilize your expertise to diagnose and fix issues, ensuring timely resolutions.

Hardware & Software Guru: Independently install and troubleshoot client hardware and software, ensuring optimal performance and security.

Client Success Champion: Provide comprehensive IT advice and training to clients, empowering them to leverage technology effectively.

Data-Driven Improvement: Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.

Documentation Master: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.

Client Relationship Builder: Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.


Qualifications:


- Associates degree in information technology or a related field, or equivalent experience. (Required)

- 3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment

- Advanced knowledge of IT and cybersecurity concepts

- Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)

- Network+ or Security+ certification (preferred)

- Familiarity with TruMethods framework a plus.


Success Metrics:


Maintain an impressive track record with key performance indicators (KPIs):

  • Less than 3% escalation rate
  • Average resolution time under 1.0 hours
  • First contact close rate of 75%
  • 8 tickets closed per business day

Identify and propose at least one process improvement initiative per quarter

Ensure 98% accuracy and timeliness when updating service request documentation


Benefits:


-Competitive salary and benefits package

- Opportunity to work in a dynamic and collaborative environment

- Ongoing training and professional development opportunities

- Be part of a team dedicated to client success


Salary range: $55,000 $75,000, depending on experience, skills, and geographic location


Ready to Make a Difference?


If you're a passionate IT professional with a commitment to exceptional service, we encourage you to apply!


Onsite Logic: Empowering businesses through exceptional IT support.