Level one Service Desk Analyst - Safari

Full Time - Onsite - Opportunity for Hybrid Safari Solutions is a leading provider of IT solutions, helping businesses improve productivity, security, and operational efficiency. Through a recent merger with Clair Global-an industry leader in audio, video, and IT solutions-Safari Solutions has expanded its reach and capabilities to offer even more advanced and integrated technology solutions to clients across various industries. About the Role We are seeking a motivated, customer-focused Level I Help Desk Systems Analyst to join our Service Desk team. This role is the first point of contact for clients , responsible for delivering fast, professional IT support across a wide range of technologies. In a Managed Service Provider (MSP) environment, you will support multiple clients and systems simultaneously, gaining exposure to networking, cloud platforms, VoIP, UCaas, and end-user support in a fast-paced, high-growth environment. This position is ideal for someone early in their IT career who is eager to learn, grow into Tier 2/3 roles, and deliver an exceptional client experience. Responsibilities: Client Support & Ticket Management Serve as the first line of support for client issues via phone, email, and ticketing systems Perform initial triage and assessment of any client reported issues. Receive, document, prioritize, and resolve service tickets in a timely manner Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation Maintain ownership of tickets to full resolution and client satisfaction Technical Support Provide remote support for: Windows & macOS workstations Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Printers, peripherals, and mobile devices Perform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity) Assist with user onboarding/offboarding , password resets, and permissions Support VoIP / UCaaS phone system issues when needed MSP Operations & Documentation Accurately document all work, time, and resolutions in the PSA/ticketing system Follow established SOPs, escalation paths, and service standards Assist in maintaining client documentation and knowledge base articles Use RMM tools to monitor systems and assist in proactive issue resolution Work closely with internal teams, vendors, and escalation engineers Assist with project prep, deployments, and system rollouts Identify recurring issues and communicate trends to leadership Continuously expand technical knowledge and skillset Enter on-call rotation and contribute as the primary, dedicated technician during each shift What Makes This a Tier 1 Role Focus on high-volume, low-to-moderate complexity issues Acts as the front line / first response for all client support Uses documented processes, playbooks, and knowledge bases Escalates advanced troubleshooting to Tier 2 What You Bring Experience 0-3 years in an IT support or help desk role (MSP experience preferred) Experience supporting multiple clients or environments is a strong plus Technical Skills (Baseline) Strong understanding of: Windows OS & desktop support Microsoft 365 ecosystem Basic networking (TCP/IP, DNS, DHCP, VLANs) Familiarity with: Active Directory / user management Remote support tools and VPNs Ticketing systems (Autotask, ConnectWise, etc.) Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plus Soft Skills (Critical) Strong Written and Verbal communication skills Strong problem-solving and troubleshooting mindset Ability to multi-task and prioritize in a fast-paced MSP environment High attention to detail in documentation Positive, team-oriented attitude Preferred (Not Required) CompTIA A+, Network+, CCNA, or similar certifications 2 or 4 year degree in Computer Science or related field. Experience with RMM tools (Datto, Kaseya, Ninja, etc.) Exposure to Azure / cloud environments Why Join Safari Solutions? Lead and grow a talented team in a fast-paced, technical environment. Work with cutting-edge IT solutions and diverse client environments. Be part of a collaborative team that values problem-solving and innovation. Opportunity for hybrid work flexibility once established in the role. Why This Role is Different (MSP Environment) Work across many clients, not just one company's systems Gain rapid exposure to networks, cloud, phone systems, and security Develop skills faster than traditional internal IT roles Clear growth path to Tier 2 to Tier 3 to Engineering roles What Success Looks Like High ticket resolution rate at Tier 1 Strong customer satisfaction and communication Clean, thorough documentation Ability to resolve issues independently and escal... appropriately #J-18808-Ljbffr Clair Global