L1 Help Desk Analyst

L1 Help Desk Analyst

Position Title: L1 Help Desk Analyst

Reporting To: Service Desk Manager


Position Summary

The L1 Help Desk Analyst provides first-level technical support for PAM Health end users across hardware, software, network, and cloud-based environments. This role serves as the initial point of contact for IT-related issues and service requests, delivering timely troubleshooting, issue resolution, and customer support while ensuring alignment with established service level agreements (SLAs). The position supports both on-site and remote workforce environments and works closely with Tier II and Infrastructure teams to escalate and resolve more complex technical issues. The L1 Help Desk Analyst contributes to operational efficiency through accurate ticket documentation, strong customer service, and adherence to IT support processes and standards.

Key Responsibilities

• Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems

• Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues

• Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications

• Log, prioritize, and manage incidents and service requests within ITSM systems while maintaining SLA compliance

• Escalate unresolved or complex technical issues to Tier II or Infrastructure teams with appropriate documentation and troubleshooting details

• Assist with user account provisioning, password resets, software installations, and endpoint setup activities

• Support remote and hybrid workforce environments utilizing remote support and endpoint management tools

• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing platform

• Communicate professionally with end users regarding issue status, expected timelines, and resolution updates

• Follow established IT policies, procedures, and security standards while supporting end-user technology needs

• Assist with onboarding and offboarding support activities, including device preparation and account setup

• Contribute to knowledge base documentation and continuous improvement initiatives within the Help Desk function

• Other duties as assigned

Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered

• 1–3 years of Help Desk, Technical Support, or customer support experience in an enterprise environment preferred

• Basic knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices

• Familiarity with networking fundamentals including VPN, DNS, DHCP, and wireless connectivity troubleshooting preferred

• Experience utilizing ticketing systems or ITSM platforms such as ServiceNow, NinjaOne, or similar tools preferred

• Strong customer service, communication, and interpersonal skills

• Ability to troubleshoot technical issues methodically and escalate appropriately when needed

• Ability to manage multiple priorities in a fast-paced support environment

• Exposure to remote support tools, endpoint management platforms, or cloud-based environments preferred

• CompTIA A+ or related entry-level IT certification preferred

• Alignment with RTS Core Values