Level 1 Support Analyst (Junior / Intermediate / Senior)

Position

Level 1 Support Analyst

Number of hours

TBA

Schedule

EST

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing systems.
• Receive, log, categorize, prioritize, and assign support tickets following ITSM best practices.
• Resolve common hardware, software, operating system, printer, email, password, and connectivity issues.
• Escalate unresolved or complex incidents to Level 2 or Level 3 support with complete documentation.
• Maintain accurate ticket updates, work logs, and resolution details.
• Create and update knowledge base articles, troubleshooting guides, and user documentation.
• Perform basic user account administration, including password resets and access requests.
• Support desktop, laptop, mobile device, and peripheral troubleshooting.
• Participate in unit testing, bug verification, documentation updates, and simple feature enhancements when assigned.
• Follow standard operating procedures, service level agreements (SLAs), and security policies.
• Collaborate with internal teams to ensure timely issue resolution and customer satisfaction.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).
• 1–2 years of experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support.
• Basic understanding of Windows operating systems and Microsoft Office 365.
• Familiarity with Active Directory, user account management, and remote support tools is an advantage.
• Basic knowledge of networking concepts (IP addressing, DNS, DHCP, VPN).
• Understanding of IT Service Management (ITSM) concepts and ticketing systems.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation and willingness to learn.

Preferred Certifications

• AWS Certified Cloud Practitioner
• Microsoft Azure Fundamentals (AZ-900)
• Scrum Foundations
• ITIL Foundation (Preferred)
• CompTIA A+ (Preferred)

Technical Skills

• Windows Desktop Support
• Microsoft Office 365
• Active Directory (basic)
• ITSM / Ticketing Systems (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.)
• Remote Desktop Support
• Basic Networking Fundamentals
• Documentation and Knowledge Base Management