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L1 Service Desk Jobs (NOW HIRING)

alter Domus

Service Desk Agent

Carmel, CA · Hybrid

$18.75 - $24/hr

Resolve L1 incidents and fulfil standard service requests * Perform initial triage and escalate ... IT Service Desk / Technical Support * ITIL Foundation certification (preferred but not mandatory ...

Unisys

Service Desk

Salt Lake City, UT · On-site

... service requests. • Requests handled include support of hardware, software, client and COTS ... Supports L1 agents in ongoing day to day questions related to client incidents, requests and ...

Unisys Corporation

Service Desk

Salt Lake City, UT · On-site

... service requests. * Requests handled include support of hardware, software, client and COTS ... Supports L1 agents in ongoing day to day questions related to client incidents, requests and ...

Unisys

Service Desk

Salt Lake City, UT · On-site

... service requests. Requests handled include support of hardware, software, client and COTS ... Supports L1 agents in ongoing day to day questions related to client incidents, requests and ...

Unisys

Service Desk

Salt Lake City, UT · On-site

... service requests. • Requests handled include support of hardware, software, client and COTS ... Supports L1 agents in ongoing day to day questions related to client incidents, requests and ...

LHH US

IT Help Desk

Uniondale, NY · On-site

$28 - $32/hr

... Service Desk Specialist for a contract-to-hire opportunity in Uniondale, NY. This role is ideal for a junior to mid-level IT support professional with L1/L2 helpdesk, systems, or technical support ...

Iron Systems, Inc

Desktop Engineer L1

Deerfield, IL · On-site

... Service Desk calls for Desktop Devices and incident data to identify and advise customers of any potential user training requirements and automation. • Ensure that each Desktop Device is installed ...

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How much do l1 service desk jobs pay per hour?

As of Aug 10, 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 skills and qualifications are needed to thrive as an L1 Service Desk?

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 the roles and responsibilities of an L1 Service Desk?

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 August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.

Manager II, Service Desk Systems & Support (Autonomous Incident Management / DexOps)

Navy Federal Credit Union

Vienna, VA • On-site

Other

Posted 11 days ago

Navy Federal Credit Union rating

8.1

Company rating: 8.1 out of 10

Based on 274 frontline employees who took The Breakroom Quiz

59th of 150 rated financial services

Job description

Overview
Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.
The Manager II, Service Desk Systems & Support (Autonomous Incident Management / DexOps) serves as a critical enabler of the organization's transition to a Tier 0 operating model by establishing and leading a structured, outcome-driven approach to incident automation. This role provides both strategic and operational leadership to develop, scale, and continuously enhance the Autonomous Incident Management function, ensuring consistent delivery, effective prioritization, and high-quality outcomes across integrated technology workflows. Through strong cross-functional alignment across Service Desk, Engineering, ServiceNow, and DEX platforms, the role translates telemetry insights into prioritized, high-impact automation initiatives that drive measurable improvements in employee experience and enterprise productivity.
Responsibilities
  • Orchestrates Tier 0 (DexOps) transformation by establishing and scaling Autonomous Incident Management capabilities.
  • Owns end-to-end function delivery, driving a structured, outcome-oriented approach across people, process, and technology.
  • Creates structure, leading professionals to manage various AI agents and functions.
  • Ensures execution excellence through coordinated delivery, backlog prioritization, and quality across interconnected workflows.
  • Drives cross-functional alignment across Service Desk, Engineering, ServiceNow, and DEX to deliver high-impact automation.
  • Leverages 80% of incident management data to scalable, self-healing solutions that improve employee experience and productivity through telemetry-driven insights.
  • Establishes frameworks to align automation initiatives with enterprise priorities.
  • Defines and tracks success metrics (e.g., autonomous resolution, productivity gains) to demonstrate measurable business value.
  • Advances AI-driven operations by evolving L1 capabilities, digital personas, and knowledge integration strategies.
  • Transitions the organization to a scalable, proactive model, shifting from reactive incident management to a cohesive, metric-driven approach.

Strategic
  • Define and execute the orchestration and vision for Autonomous Incident Management aligned to Tier 0 operating model
  • Establish governance, frameworks, and execution cadence to ensure consistent delivery
  • Own end-to-end function performance, including backlog, prioritization, and quality

Capability Development & Scaling
  • Stand up and mature incident automation and self-healing capabilities
  • Build structured approaches acrosspeople, process, and technology
  • Drive continuous improvement and scalability of automation solutions
  • Cross-Functional Alignment
  • Lead collaboration across Service Desk, Engineering, ServiceNow, and DEX teams
  • Ensure seamless integration of workflows and shared accountability for outcomes
  • Serve as the central point for aligning priorities and execution

Telemetry-Driven Execution
  • Translate DEX and service telemetry into prioritized automation use cases
  • Focus teams on high-impact initiatives that reduce friction and prevent incidents
  • Enable proactive detection, prevention, and resolution of issues
  • Ensure coordinated delivery across interconnected workflows
  • Define and manage success metrics (e.g., autonomous resolution, productivity gains)
  • Tracking outcomes and communicating measurable business value to leadership

AI & Future-State Enablement
  • Advance AI-driven operations through L1 evolution, digital personas, and knowledge integration
  • Enable transition to self-healing, autonomous capabilities at scale
  • Drive shift from reactive support to predictive and preventative operations

Qualifications
  • Bachelor's in Information Systems, Computer Science, Engineering, or related field
  • Executive-level leadership with ability to drive enterprise transformation
  • Strong cross-functional influence and stakeholder alignment
  • Proven leadership ability to build, develop, and lead high-performing professionals focused on delivering autonomous AI capabilities.
  • Experience building and scaling new operational functions
  • Strong understanding of operating models (Tier 0, proactive IT, DexOps)
  • Ability to translate strategy into executable roadmaps and outcomes
  • Deep understanding of:
    • Incident Management & Service Operations
    • Automation, self-healing, and AI-driven IT capabilities
    • ServiceNow, DEX platforms, telemetry, Nexthink and monitoring tools
  • Experience leveraging telemetry/data to drive decisions
  • Strong analytical skills to interpret telemetry and performance data
  • Ability to define KPIs and demonstrate measurable business impact
  • Focus on productivity, experience improvement, and incident reduction
  • Expertise in backlog management, prioritization, and delivery governance
  • Ability to coordinate complex, interdependent workflows
  • Strong program and operational management discipline
  • Proven ability to lead large-scale transformation initiatives
  • Experience shifting organizations from reactive to proactive models
  • Strong coaching mindset to build capability and drive cultural change
  • Leading enterprise-scale IT operations
  • Building new operating models
  • AI governance and risk management
  • Digital Employee Experience (DEX)
  • ServiceNow strategy and automation
  • Observability and telemetry-driven operations
  • Managed service governance
  • Workforce transformation
  • Product management and roadmap ownership
  • KPI and value realization management
  • Executive stakeholder engagement

Desired Qualifications
  • MBA or Master's degree preferred
  • ITIL 4 Managing Professional
  • ITIL Strategic Leader

Additional Information
Hours:
  • Monday - Friday, 8:00AM - 4:30PM

Locations:
  • 820 Follin Lane, Vienna, VA 22180
  • 5510 Heritage Oaks Drive, Pensacola, FL 32526
  • 141 Security Dr. Winchester, VA 22602

About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
FORTUNE 100 Best Companies to Work For 2026
Yello and WayUp Top 100 Internship Programs 2025
Computerworld Best Places to Work in IT 2026
Most Loved Workplace - America's Top Most Loved Workplaces 2025
2025 PEOPLE Companies That Care
Newsweek Most Trustworthy Companies in America 2026
Military Times 2025 Best for Vets Employers
Forbes 2026 America's Best Large Employers
Forbes 2025 America's Best Employers for New Grads
Forbes 2025 America's Best Employers for Tech Workers
2025 RippleMatch Campus Forward Award Winner for Overall Excellence
Military.com Top Military Spouse Employers 2025
2026 Handshake Early Talent Award
Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026
From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at or by calling 1-. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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About Navy Federal Credit Union

Sourced by ZipRecruiter

Navy Federal Credit Union, based in Vienna, Virginia, United States, is a significant player in the financial services industry. Their official website is navyfederal.org. With its roots dating back to 1933, it was initially established to provide credit to Navy members. Over the years, Navy Federal has magnified its scope, evolving into a full-service credit union serving all branches of the military, the Department of Defense, veterans, and their families. The company’s core values include integrity, service, education, and leadership. Navy Federal aims to be the most preferred and trusted financial institution serving the military and their families.

Industry

Finance and insurance

Company size

10,000+ Employees

Headquarters location

Vienna, VA, US

Year founded

1933

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