Level 1 Helpdesk Support Analyst (SAP Environment)

Level 1 Helpdesk Support Analyst (SAP Environment)

Location: New Braunfels, Texas (Partial Remote) Employment Type: Contract

Role Overview

The Level 1 Help Desk Support Analyst serves as the first point of contact for end users, providing technical and functional support within an SAP environment. This role is responsible for triaging incidents, resolving common issues, and escalating more complex problems to Level 2/3 teams while ensuring a high level of customer service. This position is best suited for a consultant who can quickly ramp up and work independently.

Key Responsibilities

• Provide first-line support for SAP users for issues such as login, navigation, and basic transaction errors.
• Respond to incoming support requests via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in ITSM tools, adhering to defined SLAs.
• Escalate unresolved or complex issues to Level 2/3 support or SAP functional teams and track ticket progress.
• Troubleshoot and resolve common SAP issues related to user access, master data, and standard transactions.
• Support common SAP modules including MM (Procurement/Inventory), SD (Order Management), and FI (Finance basics).
• Maintain and update support documentation, troubleshooting guides, and knowledge base articles.
• Act as the primary interface between IT and business users, providing timely updates and maintaining communication.

Required Qualifications

Experience: 0–3 years of IT support, help desk, or service desk experience.

Technical Skills: Basic understanding of SAP (ECC or S/4HANA preferred) and familiarity with ITSM tools (ServiceNow or similar). Must possess strong troubleshooting, problem-solving, communication, and customer service skills.

Preferred Qualifications

• Exposure to one or more SAP modules (MM, SD, FI, HCM).
• Experience in a high-volume help desk or call center environment.
• Understanding of incident management and escalation procedures.
• IT certifications such as CompTIA A+ or ITIL Foundation.

Compensation & Benefits

The pay rate for this position is $25.00 per hour.

Company Overview & Culture

This employer is one of the largest networks of commercial vehicle dealerships in North America, representing leading manufacturers. The organization is committed to delivering operational excellence and supporting business growth through reliable technology solutions.

This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.