
L1 Help Desk Analyst
4 weeks ago
Role: L1 Help Desk Analyst
Position Summary: The Level 1 Help Desk Analyst provides first-line technical support to internal employees, resolving basic hardware and software issues. This role is essential in ensuring smooth day-to-day IT operations and maintaining high level of user satisfaction.
Key Responsibilities- Respond to help desk tickets, emails, and calls in a timely and professional manner.
- Troubleshoot and resolve issues related to hardware and software: desktops, laptops, monitors, docking stations, keyboards, mice, Windows 11, Microsoft Office Suite, Outlook, Microsoft 365 apps, and common web browsers.
- Assist with user account setup, password resets, and access permissions.
- Document issues and resolutions in the ticketing system.
- Escalate unresolved issues to Level 2 or appropriate teams.
- Provide basic guidance and training to users on common IT tasks.
- Support onboarding/offboarding processes from a technical standpoint.
- Maintain inventory of IT equipment and accessories.
- Build and configure desktops and laptops for new employees or replacements for existing employees.
- 6 months to 1 year experience in the field is required.
- Basic understanding of Active Directory, Azure AD/Microsoft Entra ID.
- Basic understanding of computer hardware and software troubleshooting.
- Familiarity with Windows 11 and Microsoft 365 applications.
- Strong communication and customer service skills.
- Ability to follow documented procedures and escalate when necessary.
- Experience with ticketing systems (e.g., Service Desk, ServiceNow, Jira, Zendesk) is a plus.
- Relevant Certification or equivalent is preferred but not required.
- Entry level
- Full-time
- Information Technology
- Staffing and Recruiting
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