Service Desk Level 1 Analyst

Job Description

REQUIREMENTS

• High School Diploma or equivalent
• 1-2 years of experience in technical support or service desk environment
• Experience troubleshooting Windows operating systems and Microsoft Office applications
• Basic understanding of networking concepts and connectivity troubleshooting
• Strong customer service and communication skills
• Ability to prioritize tasks in a fast-paced environment

Preferred

• Associate’s or Bachelor’s degree in Computer Science or Information Technology
• HDI Support Center Analyst (HDI-SCA) certification
• ITIL Foundation certification
• Microsoft 365 Certified: Fundamentals
• Familiarity with ITIL or other service management frameworks

RESPONSIBILITIES

• Provide first-level technical support via phone, email, and chat
• Troubleshoot issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity
• Document incidents, service requests, and resolutions within the ticketing system
• Escalate issues appropriately when additional expertise is required
• Deliver timely and accurate resolutions while maintaining excellent customer satisfaction
• Follow up with users to ensure issues have been fully resolved
• Participate in training and professional development opportunities
• Support special projects and initiatives that improve service delivery

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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