Tier 1 Technical Support Specialist

Job Description

Job Description

Help Desk Analyst (Tier 1)

Job Description

 

Position Title

Help Desk Analyst (Tier 1)

Department

Service Desk / Technical Support

Reports To

Service Delivery Manager or Technical Lead

Employment Type

Full-Time

Salary Range

$45,000-$55,000

 

Position Summary

The Help Desk Analyst serves as the first point of contact for client support requests. This role is responsible for providing exceptional customer service, resolving common technical issues, documenting work accurately, and escalating issues appropriately when additional technical expertise is required.

Key ResponsibilitiesClient Support

• Respond to support requests by phone, email, and the ticketing system.
• Troubleshoot common workstation, Microsoft 365, application, printer, and peripheral issues.
• Perform password resets, account unlocks, and standard user support tasks.
• Provide timely, professional communication and updates to clients.

Ticket Management

• Accurately document all support activity, troubleshooting steps, resolution notes, and next steps.
• Prioritize and manage assigned tickets according to urgency, impact, and service level expectations.
• Escalate issues when they exceed Tier 1 scope or require deeper technical expertise.

Team Responsibilities

• Follow company standards, checklists, and documented procedures.
• Participate in training and professional development.
• Support accurate knowledge base and documentation practices.

Required Skills

• Windows desktop support
• Microsoft 365 end-user support
• Password resets and account unlocks
• Basic Active Directory user management
• Printer and peripheral troubleshooting
• Basic networking concepts
• Ticketing system utilization and documentation
• Strong customer service and communication skills

Preferred Skills

• CompTIA A+ or Microsoft Fundamentals
• Basic cybersecurity awareness
• Basic Entra ID exposure
• Experience in an MSP or client-facing support environment

Qualifications

• 0-2 years of IT support experience preferred.
• High school diploma or equivalent required.
• Ability to learn new technologies quickly.
• Strong attention to detail and willingness to follow documented procedures.

Performance Expectations

• Timely first response and ticket updates.
• Accurate documentation and appropriate escalation.
• Reliable attendance and punctuality.
• Completion of on-call responsibilities when assigned, including alert review and timely response.
• Positive client communication and professional conduct.

Benefits

• 401(k) plan with company match up to 4%
• Paid Time Off (PTO)
• Short-term disability coverage
• Full medical benefits, including dental and vision coverage
• Professional development and career advancement opportunities

Note: This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with the role. Employment remains subject to company policies and applicable law.