IT Help Desk Analyst L1 – First‑Line Support

About the role

We are seeking an IT Help Desk Analyst L1 to provide first‑line technical support to end users across the United States. The role involves handling incidents and service requests through an ITSM ticketing system while ensuring compliance with SLA targets.

Key responsibilities

• Receive and resolve support tickets via email, phone, chat or the ticketing platform.
• Troubleshoot Windows 10/11, Microsoft 365 applications (Outlook, Teams), printers, laptops and desktops.
• Perform basic network troubleshooting (LAN/Wi‑Fi, DNS, DHCP, TCP/IP, VPN, internet connectivity).
• Execute user administration tasks such as password resets, account unlocks and access requests in Active Directory or Azure AD.
• Monitor ticket queues, update documentation and escalate complex issues to L2/L3 teams.
• Support onboarding and off‑boarding processes, including equipment provisioning.

Required profile

• Customer‑focused attitude with strong communication skills.
• Ability to manage multiple tickets, prioritize work and follow ITIL‑based processes.
• Willingness to learn new tools and technologies.

Required skills

• Hands‑on experience with an ITSM/ticketing platform.
• Proficiency in Windows 10/11 and Microsoft 365.
• Basic knowledge of Active Directory / Azure AD.
• Understanding of networking concepts: TCP/IP, DNS, DHCP, Wi‑Fi and VPN.
• Familiarity with ITIL/ITSM concepts.