Tier 1 Support Desk Analyst

Job Description

Job Description

Job Summary:

We are seeking a proactive and technically skilled Tier 1 Support Desk Analyst to join our IT team. This early career position is responsible for providing first-line technical support and troubleshooting for end users across our clients’ organizations, with a focus on Microsoft 365 , and Windows 10/11 environments. The ideal candidate will have a customer-first mindset, strong communication skills, and a foundational understanding of modern IT systems.

Key Responsibilities:

• Respond to and resolve Tier 1 support tickets related to:
  • Microsoft 365 : Outlook, Teams, SharePoint, OneDrive, and user account management.
  • Windows 10/11 : OS troubleshooting, updates, user settings, and desktop application issues.
  • Basic networking issues involving Meraki and UniFi equipment such as Wi-Fi connectivity, internet connectivity verification, etc.
  • Active Directory: Adding and removing users, resetting passwords, basic understanding of the functionality of Active Directory.
• Log all support interactions in the help desk ticketing system with clear documentation.
• Assist in user onboarding/offboarding including account setup, access provisioning, and hardware preparation.
• Escalate unresolved issues to Tier 2 or Tier 3 support as needed, following established procedures.
• Perform basic troubleshooting on end-user hardware (laptops, desktops, peripherals).
• Maintain a high level of professionalism and customer service in all interactions.
• Follow internal IT procedures and participate in improving documentation and support workflows.
• Ethernet network pulling, terminating, and testing low-voltage structured cabling. 

Qualifications:

Required:

• 2+ years of experience in a technical support or help desk role.
• Working knowledge of:
  • Microsoft 365 administration and applications.
  • Windows 10 and Windows 11 environments.
  • Active Directory familiarity and basic administration.
• Familiarity with basic networking concepts (IP addressing, DNS, DHCP).
• Strong communication and problem-solving skills.
• Ability to prioritize tasks and manage time efficiently.
• Ethernet network cabling experience

Preferred:

• CompTIA A+, Microsoft 365 Fundamentals, or similar certifications.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, Datto).
• Exposure to mobile device management (Intune, Meraki Systems Manager).
• Prior experience working for an MSP.

Work Environment:

• Hybrid or on-site depending on business needs.
• Standard business hours with occasional after-hours support rotations.
• Fast-paced and team-oriented environment.

Company Description

Join our team at Network Elites, a leading IT Managed Services Provider committed to delivering cutting-edge solutions that drive business success. At Network Elites, we pride ourselves on fostering a dynamic, innovative, and inclusive work environment where every team member plays a vital role in our mission to empower businesses through robust, scalable IT infrastructure.

We're not just about technology; we're about people. Our culture is built on collaboration, continuous learning, and a shared passion for solving complex challenges. As part of our team, you'll have the opportunity to work on diverse projects, expand your skillset with the latest technologies, and contribute to meaningful solutions that make a real difference for our clients.

We believe in nurturing talent and promoting from within, offering ample opportunities for professional growth and career advancement. Whether you're an experienced IT professional or just starting your career, Network Elites is the place where your work is valued, your contributions are recognized, and your professional development is taken seriously.

Join us and be part of a forward-thinking company where innovation, integrity, and customer satisfaction are at the heart of everything we do.

Company Description

Join our team at Network Elites, a leading IT Managed Services Provider committed to delivering cutting-edge solutions that drive business success. At Network Elites, we pride ourselves on fostering a dynamic, innovative, and inclusive work environment where every team member plays a vital role in our mission to empower businesses through robust, scalable IT infrastructure.\r\n\r\nWe're not just about technology; we're about people. Our culture is built on collaboration, continuous learning, and a shared passion for solving complex challenges. As part of our team, you'll have the opportunity to work on diverse projects, expand your skillset with the latest technologies, and contribute to meaningful solutions that make a real difference for our clients.\r\n\r\nWe believe in nurturing talent and promoting from within, offering ample opportunities for professional growth and career advancement. Whether you're an experienced IT professional or just starting your career, Network Elites is the place where your work is valued, your contributions are recognized, and your professional development is taken seriously.\r\n\r\nJoin us and be part of a forward-thinking company where innovation, integrity, and customer satisfaction are at the heart of everything we do.