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Level 1 Agent Jobs (NOW HIRING)

Activate Talent

$17.25 - $23.25/hr

At least one agent must have consistent weekend availability * Schedules communicated at least one ... Support light social DM triage during launches, limited to support-related inquiries Service Level ...

SAIC

Service Desk Agent

Washington, DC · On-site

$40K/yr

None Clearance Level Must Be Able to Obtain: Public Trust Potential for Remote Work: ORA_ON_SITE ... As an integral point of contact for the Request Fulfillment process, the Tier 1 Agent will be ...

Leidos

Enterprise Help Desk (EHD) Tier 1

Lorton, VA · On-site

$17.25 - $22/hr

The Tier 1 Agent will deliver front line technical support to end users operating within a ... Understands EHD Service Level Objectives (SLOs) and the Tier 1 role in support of meeting SLOs.

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Level 1 Agent information

What are the key skills and qualifications needed to thrive as a Level 1 Agent, and why are they important?

To thrive as a Level 1 Agent, you need strong customer service skills, basic troubleshooting abilities, and a high school diploma or equivalent. Familiarity with ticketing systems, CRM software, and common communication platforms is typically required. Excellent listening, patience, and problem-solving skills help Level 1 Agents effectively address customer concerns and escalate issues when necessary. These abilities are crucial for delivering prompt, accurate support and maintaining customer satisfaction in frontline service roles.

What are some common challenges faced by Level 1 Agents, and how can they effectively manage them?

Level 1 Agents often face challenges such as handling high call volumes, resolving a wide range of basic customer inquiries, and managing situations when issues need to be escalated to higher support tiers. Effective time management, clear communication, and following established protocols are key to managing these challenges. Regular training and support from team leads also help Level 1 Agents stay updated on products and best practices, ensuring they provide accurate and efficient service while building confidence in their roles.

What are Level 1 Agents?

Level 1 Agents are entry-level customer service or technical support professionals who provide initial assistance to clients or users. Their primary responsibilities include handling basic inquiries, troubleshooting common issues, and escalating more complex problems to higher-level support teams. Level 1 Agents are often the first point of contact for customers and play a crucial role in ensuring a positive experience. They typically follow established scripts and protocols to resolve issues efficiently and document interactions for future reference.

What is the difference between Level 1 Agent vs Customer Service Representative?

CriteriaLevel 1 AgentCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; basic trainingHigh school diploma or equivalent; training varies
Work EnvironmentCall centers, technical support, retailCall centers, retail, service industries
Employer & Industry UsageTelecom, tech, retail sectorsRetail, banking, telecom, hospitality
Common Search & ComparisonEntry-level support rolesCustomer support roles

Level 1 Agents typically handle basic customer inquiries and technical support, often requiring minimal certifications. Customer Service Representatives also provide support but may have broader responsibilities depending on the industry. Both roles are entry-level, customer-facing, and common in service industries, but the specific duties and environments can vary slightly.

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What job categories do people searching Level 1 Agent jobs look for? The top searched job categories for Level 1 Agent jobs are:
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Infographic showing various Level 1 Agent job openings in the United States as of May 2026, with employment types broken down into 1% As Needed, 75% Full Time, 22% Part Time, and 2% Contract. Highlights an 95% Physical, and 5% Remote job distribution.

Technical Support Agent-Level 1

Global TekMed

Chula Vista, CA • On-site

Other

Medical, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Level 1 Technical Support Agent

Global TekMed Holdings is an industry-leading organization that utilizes innovative technology and exceptional service to simplify and enhance complex business processes. We are looking for a service-oriented and technically capable Level 1 Technical Support Agent to support our help desk operations. This role is ideal for someone with experience providing front-line technical support, troubleshooting common issues, and delivering excellent service in a web-based application environment. The Level 1 Technical Support Agent will report to the Support Manager and will oversee the day-to-day operations of the support desk, ensuring timely and high-quality responses to customer inquiries, incidents, and service requests.

Supervisory Responsibilities:

None

Essential Duties & Responsibilities:
  • Provide first-level technical support to internal teams and external customers through phone, email, chat, and ticketing systems.
  • Troubleshoot and resolve common issues related to web applications, user accounts, system access, permissions, browsers, and general functionality
  • Document, track, and manage support requests, ensuring accurate records and timely follow-up
  • Escalate high-priority, unresolved, or complex issues to the appropriate internal teams
  • Assist users with application navigation, general questions, and basic technical guidance
  • Contribute to knowledge base content, user documentation, and support process improvements
  • Identify recurring issues and assist with testing updates, enhancements, and workflows
  • Maintain confidentiality and adhere to company security and privacy standards
  • Other duties as assigned.
Knowledge, Skills, & Abilities:
  • Strong customer service and communication skills (written and verbal)
  • Ability to troubleshoot and resolve basic technical issues in a fast-paced environment
  • Familiarity with web applications and core concepts (browsers, accounts, permissions, navigation)
  • Experience supporting both internal users and external customers with professionalism
  • Strong organizational skills with the ability to manage multiple support requests simultaneously
  • Working knowledge of ticketing systems such as Zoho Desk or similar platforms
  • Ability to clearly document issues, solutions, and processes
  • Strong problem-solving skills with the ability to assess issues and recommend next steps
  • Ability to remain calm, professional, and empathetic in challenging situations
  • Collaborative mindset with the ability to work cross-functionally
Education & Experience:
  • 1–3 years of experience in customer support, technical support, or help desk roles preferred
  • Experience supporting SaaS platforms, web-based applications, or technology-driven environments preferred
  • Experience supporting both internal users and external customers is preferred
  • Familiarity with B2C customer support environments is a plus
  • Experience creating user guides, help articles, or support documentation is a plus
Physical Requirements & Work Environment:
  • Prolonged periods of standing or sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times
Benefits:
  • 401(k) Plan
  • Medical Insurance
  • Paid Holidays
  • Paid Time Off
  • Private Gym

We are an Equal Opportunity Employer Global TekMed Companies (GTM) is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, marital status, veteran status, or any other applicable legally protected status or characteristic.

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