Service Desk Analyst - Tier I

Responsibilities Provide first-level technical support to end-users. Serve as the first point of contact for all IT-related issues and requests from end-users. Receive, log, and prioritize incoming service desk tickets through various channels (phone, email, chat, self-service portal). Provide first-level diagnosis and resolution for a wide range of software, hardware, and network issues. Escalate complex issues to appropriate Tier 2 or Tier 3 support teams when necessary. Maintain accurate and detailed documentation of all service desk interactions and resolutions. Assist users with basic software and hardware installations, configurations, and troubleshooting. Provide guidance and support for company-approved applications and systems. Contribute to the development and maintenance of the service desk knowledge base. Identify and report recurring issues or trends to the Service Desk Team Lead. Participate in ongoing training to stay current with new technologies and support processes. Assist in the onboarding process for new employees by setting up accounts and providing basic IT orientation. Maintain a high level of customer service, ensuring user satisfaction with each interaction. Adhere to IT security policies and procedures in all support activities. Participate in after-hours support rotation as needed. Requirements Associate degree in Information Technology, Computer Science, or related field preferred. Equivalent experience may be considered. 1-2 years of experience in IT support or customer service role preferred. Strong knowledge of Windows operating systems and Microsoft 365 suite. Basic understanding of network concepts and troubleshooting. Familiarity with remote desktop support tools and ticketing systems. Excellent communication skills, both verbal and written. Strong problem-solving and analytical skills. Ability to explain technical concepts to non-technical users. Customer-oriented mindset with a focus on user satisfaction. Ability to work effectively in a team environment. Excellent time management and prioritization skills. Willingness to learn and adapt to new technologies and processes. To be willing to perform some tasks outside of this job description as required by the business. Certifications & Qualifications Associate degree in Information Technology Associate degree in Computer Science #J-18808-Ljbffr Jobtailor