IT Help Desk Analyst L1

This US-based, onsite position requires working within US time zones and offers an excellent opportunity for an IT Service Desk L1 / IT Help Desk Analyst L1 to join a dynamic IT support team. The role focuses on providing first-line technical assistance to end users, ensuring timely resolution of IT incidents and service requests. The ideal candidate will have practical experience with ITSM/ticketing tools, incident management, SLA adherence, and a solid understanding of Windows environments, Microsoft 365, Active Directory, and fundamental networking concepts.

Key Responsibilities:
- Deliver IT support through various channels including ticketing systems, email, phone, and chat.
- Log, categorize, prioritize, update, and close incidents and service requests using ITSM tools.
- Troubleshoot issues related to Windows OS, Microsoft 365 applications (Outlook, Teams), printers, laptops, desktops, and other peripherals.
- Perform basic network troubleshooting involving LAN/Wi-Fi, DNS, DHCP, TCP/IP, VPN, and internet connectivity.
- Manage user administration tasks such as password resets, account unlocks, and access provisioning via Active Directory or similar platforms.
- Monitor and manage tickets in accordance with defined SLA requirements to ensure timely resolution.
- Escalate unresolved or complex issues to Level 2 or Level 3 support teams with comprehensive troubleshooting details and documentation.
- Support user onboarding and offboarding processes, including system access setup and IT equipment coordination.
- Maintain accurate and detailed ticket notes, resolution records, and contribute to IT documentation and knowledge-base articles.
- Follow ITIL-based processes for Incident, Service Request, Problem, and Change Management.
- Collaborate with internal IT teams and third-party vendors as necessary.
- Maintain a professional and customer-focused approach when interacting with end users.

Required Qualifications:
- Experience in IT Help Desk, Service Desk, Desktop Support, or general IT Support roles.
- Hands-on experience with ITSM or ticketing platforms.
- Proficient knowledge of Windows 10/11 operating systems and Microsoft 365 suite.
- Basic understanding of Active Directory and Azure AD user management.
- Familiarity with fundamental networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
- Strong troubleshooting and problem-solving abilities.
- Working knowledge of ITIL and ITSM frameworks.
- Excellent verbal and written communication skills.
- Ability to document tickets thoroughly and manage time effectively.

Preferred Qualifications and Benefits:
- A bachelor’s degree in Computer Science, Information Technology, or a related discipline is preferred.
- ITIL Foundation certification is considered an advantage.
- Additional certifications such as Microsoft certifications or CompTIA A+ are beneficial.
- Candidates should demonstrate a customer-focused and service-oriented mindset.
- Ability to handle multiple tickets and priorities efficiently.
- Strong ownership, accountability, and follow-up skills.
- Capability to collaborate effectively with L2 and L3 technical teams.
- Willingness to continuously learn new IT tools, technologies, and processes.

Interested candidates who meet the above criteria are encouraged to apply with an updated resume to be considered for this role.