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L1 Service Desk Jobs (NOW HIRING)

Pep Boys

L1 Service Desk Agent

Bala Cynwyd, PA

$16 - $20.50/hr

Position Summary L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all ...

Pep Boys

L1 Service Desk Agent

Bala Cynwyd, PA · On-site

$16 - $20.50/hr

Position Summary L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all ...

PeopleSharp

L1 Service Desk Technician

MD · Hybrid

$60K/yr

The Service Desk Technician will serve as the frontline for technical support, providing courteous and knowledgeable assistance to clients with a wide range of technical issues across workstations ...

Prophecy Technologies

L1 Support Analyst

Malvern, PA · On-site

$20 - $27.50/hr

Job Summary We are seeking a dedicated Service Desk / L1 Support Analyst to act as the single point of contact (SPOC) for end-user support. The role involves providing end-to-end ownership of user ...

Wipro Limited

SERVICE DESK LEAD L1

Saint Louis, MI · On-site

$45K - $121K/yr

Job Title: SERVICE DESK LEAD L1 City: Saint Louis State/Province: Missouri Posting Start Date: 6/2/26 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and ...

Wipro

SERVICE DESK LEAD L1

Saint Louis, MO · On-site

$45K - $121K/yr

Job Title: SERVICE DESK LEAD L1 City: Saint Louis State/Province: Missouri Posting Start Date: 6/2/26 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and ...

Sharp Solutions Inc

Service Desk L1

Denver, CO · On-site

$30K - $38K/yr

JOB RESPONSIBILITIES Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT ...

Sharp Solutions Inc

Service Desk L1.

Denver, CO · On-site

$20.50 - $28/hr

JOB RESPONSIBILITIES Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT ...

Sharp Solutions Inc

Service Desk L1.

Denver, CO · On-site

$30K - $38K/yr

JOB RESPONSIBILITIES Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT ...

Sharp Solutions, Inc.

Service Desk L1.

Lakewood, CO

$20.50 - $28/hr

JOB RESPONSIBILITIES Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT ...

Sharp Solutions Inc

Service Desk L1

Denver, CO

$20.50 - $28/hr

JOB RESPONSIBILITIES Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT ...

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How much do l1 service desk jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for l1 service desk in the United States is $23.89, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.92 per hour, depending on experience, location, and employer.

What are the most common challenges faced by L1 Service Desk professionals, and how can they be addressed?

L1 Service Desk professionals often encounter challenges such as high ticket volumes, troubleshooting a wide range of technical issues, and managing users' expectations under tight time constraints. Staying organized and developing strong communication skills are crucial for efficiently resolving issues and maintaining positive customer interactions. Leveraging knowledge bases, escalating complex problems appropriately, and collaborating with team members can help mitigate these challenges and ensure consistent service quality.

What are the key skills and qualifications needed to thrive as an L1 Service Desk analyst, and why are they important?

To thrive as an L1 Service Desk analyst, you need a basic understanding of IT concepts, troubleshooting skills, and often a diploma or certification such as CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems like ServiceNow or Jira and remote desktop support tools is typically required. Strong communication, patience, and customer service orientation help you effectively assist users and resolve issues efficiently. These skills ensure prompt problem resolution, customer satisfaction, and smooth IT operations within an organization.

What are L1 Service Desk roles and responsibilities?

L1 Service Desk professionals are the first point of contact for users experiencing IT issues or requests. Their primary responsibilities include logging incidents, providing basic troubleshooting, password resets, and escalating complex issues to higher support levels. They ensure prompt and efficient resolution of common technical problems, maintain communication with users, and help document solutions. By handling routine requests and incidents, they help maintain smooth IT operations within an organization.

What is the difference between L1 Service Desk vs Help Desk Technician?

AspectL1 Service DeskHelp Desk Technician
CertificationsCompTIA A+, ITIL FoundationCompTIA A+, HDI Support Center Analyst
Work EnvironmentCorporate IT support, remote and on-siteHelp desks, call centers, remote support
Employer & IndustryIT service providers, large organizationsIT support companies, internal IT teams
Search & Comparison IntentUnderstanding entry-level IT support rolesClarifying support technician responsibilities

The L1 Service Desk and Help Desk Technician roles are similar entry-level IT support positions. Both typically require certifications like CompTIA A+ and involve troubleshooting hardware and software issues in corporate or support center environments. The main difference lies in terminology and specific employer usage, with L1 Service Desk often used in larger organizations or IT service providers, while Help Desk Technician is common in smaller companies or internal support teams.

More about L1 Service Desk jobs
What job categories do people searching L1 Service Desk jobs look for? The top searched job categories for L1 Service Desk jobs are:
L1 Service Desk jobs near you
Infographic showing various L1 Service Desk job openings in the United States as of June 2026, with employment types broken down into 1% As Needed, and 99% Full Time. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.
L1 Service Desk Agent

L1 Service Desk Agent

Pep Boys

Bala Cynwyd, PA

$16 - $20.50/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 11 days ago

Pep Boys rating

5.6

Company rating: 5.6 out of 10

Based on 149 frontline employees who took The Breakroom Quiz

265th of 329 rated vehicle maintenance

Job description

This position requires you to be working in office, 3 days per week, from our Bala Cynwyd, PA office.

Position Summary

L1 Service Agents are the front line for the IT Service Desk supporting the stores and corporate users. Customer service is key at this level. L1 Service Agents are to record all incidents including all errors, logs, screenshots and either resolve or assign to escalation groups. After verifying that there is no documented fix a L1 Service Agent will escalate a call to the L1 Sr Service Agent within 8 to 10 minutes. They are also expected to follow up on open tickets to get status updates from assigned escalation groups until they are resolved.

Key Responsibilities

  • Answer and resolve first level incoming calls from store and corporate users. Log the incident into the Jira ticket management system and keep Service Desk, L2 and manager informed of critical status issues.
  • Escalate calls which do not have documented fixes the Level 1 Senior Support team for further troubleshooting and resolution.
  • If needed, the analyst will place the service call with the vendor.
  • Expected to verify the store level problems were corrected by personally speaking with the store.
  • Remote into store PCs and terminals to apply fixes and patches when required. Manage ticket queue in Jira to follow up with escalation groups for status updates.
  • Answer, resolve and close a volume of calls on par with other team members.

Education and Experience

  • 1-3 years of technical experience
  • Associates/ Technical Degree required
  • Bachelor's Degree preferred

Knowledge, Skills and Abilities

  • Customer Service skills is a must.
  • Has a basic understanding of required operating systems, applications and hardware, and retains technical information when instructed.
  • Degree in Computer Technology, Hardware or related Software certifications, or equivalent experience in the use of the Pep Boys applications.
  • Able to comprehend and resolve Tier 1 calls, understands and utilizes support documentation; performs at a level on par with the rest of the team.
  • Able to identify and locate Knowledge base articles to resolve customer issues, able to work independently and creatively to solve procedural issues.
  • Able to learn new tasks and assignments quickly with minimum supervision; not apprehensive when supporting unfamiliar or new systems.
  • Must be flexible on scheduling and willing to work nights and weekends.

Benefits

  • Medical, dental, and vision benefits
  • Life insurance
  • Short Term Disability
  • Supplemental benefits
  • 401(k) with company match
  • PTO and holiday pay
  • On-demand pay partner (DailyPay)
  • Reduced benefits availablefor part-time team members

Pep Boys is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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What Pep Boys employees say

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Benefits

Hours and flexibility

Workplace

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About Pep Boys

Sourced by ZipRecruiter

Pep Boys is driven by its promise to its customers, "We go further to help you go farther." Founded 100 years ago by military veterans, generations of drivers have counted on Pep Boys ASE-certified Pros to service their vehicles. With a national network of nearly 1,000 locations in 35 states and Puerto Rico, and 27distribution centers, Pep Boys employs more than 8,000 people. More than seven million vehicles pass through Pep Boys bays each year, and our commitment to being the ONE our communities count on is demonstrated through our exceptional customer experience and support of the critical technical training initiatives needed to close America's skills gap. For more information, visit www.pepboys.com.

Industry

Automotive repair and maintenance

Company size

10,000+ Employees

Headquarters location

Philadelphia, PA, US

Year founded

1921

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