Tier 1 Technical Support Specialist

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 skillsPreferred Skills

CompTIA A+ or Microsoft Fundamentals

Basic cybersecurity awareness

Basic Entra ID exposure

Experience in an MSP or client-facing support environmentQualifications

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.

Full-time