Service Desk Level 1 Analyst (3rd Shift)

📋 Description

• Respond to incoming calls, emails, and chats for technical support.
• Log service desk interactions in the ticketing system.
• Provide first-level support for desktops, laptops, printers, mobile devices, software, M365, AD
• Escalate complex problems when needed; ensure timely resolutions.
• Follow up with customers to ensure satisfaction.
• Continuously improve skills via training and self-directed learning.

🎯 Requirements

• 1-2 years in a technical support role (service desk/IT support).
• Strong customer service; explain tech to non-technical users.
• Proficiency in Microsoft Office, Windows, Microsoft 365; basic network troubleshooting.
• Experience with AD account management and password resets preferred.
• Knowledge of ticketing systems, incident management, ITIL-like frameworks a plus.
• Basic TCP/IP, DNS, VPN, Wi-Fi, printers, and connectivity troubleshooting.

🎁 Benefits

• Medical, dental, vision coverage
• Life insurance
• 401(k) with company match
• You Pick a Day paid holiday
• FSA and HSA options
• Pet insurance