Level one Service Desk Analyst - Safari

Job Description

Job Description

Level 1 Service Desk AnalystLocation: Cedar Knolls NJFull Time - Onsite – Opportunity for HybridSafari 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 RoleWe 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 ManagementServe 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 mannerTroubleshoot 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 satisfactionTechnical SupportProvide remote support for: Windows & macOS workstationsMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)Printers, peripherals, and mobile devicesPerform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity) Assist with user onboarding/offboarding, password resets, and permissionsSupport VoIP / UCaaS phone system issues when neededMSP Operations & DocumentationAccurately document all work, time, and resolutions in the PSA/ticketing systemFollow established SOPs, escalation paths, and service standardsAssist in maintaining client documentation and knowledge base articlesUse RMM tools to monitor systems and assist in proactive issue resolutionCollaboration & GrowthWork closely with internal teams, vendors, and escalation engineersAssist with project prep, deployments, and system rolloutsIdentify recurring issues and communicate trends to leadershipContinuously expand technical knowledge and skillsetEnter on-call rotation and contribute as the primary, dedicated technician during each shiftWhat Makes This a Tier 1 RoleFocus on high-volume, low-to-moderate complexity issuesActs as the front line / first response for all client supportUses documented processes, playbooks, and knowledge basesEscalates advanced troubleshooting to Tier 2What You BringExperience0–3 years in an IT support or help desk role (MSP experience preferred)Experience supporting multiple clients or environments is a strong plusTechnical Skills (Baseline)Strong understanding of: Windows OS & desktop supportMicrosoft 365 ecosystemBasic networking (TCP/IP, DNS, DHCP, VLANs)Familiarity with: Active Directory / user managementRemote support tools and VPNsTicketing systems (Autotask, ConnectWise, etc.)Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plusSoft Skills (Critical)Excellent customer serviceStrong Written and Verbal communication skills Strong problem-solving and troubleshooting mindsetAbility to multi-task and prioritize in a fast-paced MSP environmentHigh attention to detail in documentationPositive, team-oriented attitudePreferred (Not Required)CompTIA A+, Network+, CCNA, or similar certifications2 or 4 year degree in Computer Science or related field.Microsoft certifications (MS-900, AZ-900, etc.)Experience with RMM tools (Datto, Kaseya, Ninja, etc.)Exposure to Azure / cloud environmentsWhy 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.If you are a technically skilled person who thrives in a hands-on role and enjoys working with complex IT issues, we'd love to hear from you.Why This Role is Different (MSP Environment)Work across many clients, not just one company's systemsGain rapid exposure to networks, cloud, phone systems, and securityDevelop skills faster than traditional internal IT rolesClear growth path to Tier 2 → Tier 3 → Engineering rolesWhat Success Looks LikeHigh ticket resolution rate at Tier 1Strong customer satisfaction and communicationClean, thorough documentationAbility to resolve issues independently and escalate appropriatelyContinuous technical growth