Level one Service Desk Analyst - Safari

Location: Cedar Knolls, NJ – Full Time, Onsite with opportunity for hybrid after onboarding.

About The Role

We are seeking a motivated, customer-focused Level I Help Desk Systems Analyst to join our Service Desk team. This role is the first point of contact for clients, responsible for delivering fast, professional IT support across a wide range of technologies. In a Managed Service Provider (MSP) environment, you will support multiple clients and systems simultaneously, gaining exposure to networking, cloud platforms, VoIP, UCaaS, and end-user support in a fast-paced, high-growth setting. Ideal for someone early in their IT career eager to learn, grow into Tier 2/3 roles, and deliver exceptional client experiences.

Responsibilities

• Client Support & Ticket Management
  • Serve as the first line of support for client issues via phone, email, and ticketing systems.
  • Perform initial triage and assessment of any client-reported issues.
  • Receive, document, prioritize, and resolve service tickets in a timely manner.
  • Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity.
  • Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation.
  • Maintain ownership of tickets to full resolution and client satisfaction.
• Technical Support
  • Provide remote support for:
    • Windows & macOS workstations
    • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
    • Printers, peripherals, and mobile devices
  • Perform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity).
  • Assist with user onboarding/offboarding, password resets, and permissions.
  • Support VoIP / UCaaS phone system issues when needed.
• MSP Operations & Documentation
  • Accurately document all work, time, and resolutions in the PSA/ticketing system.
  • Follow established SOPs, escalation paths, and service standards.
  • Assist in maintaining client documentation and knowledge base articles.
  • Use RMM tools to monitor systems and assist in proactive issue resolution.
• Collaboration & Growth
  • Work closely with internal teams, vendors, and escalation engineers.
  • Assist with project prep, deployments, and system rollouts.
  • Identify recurring issues and communicate trends to leadership.
  • Continuously expand technical knowledge and skillset.
  • Enter on-call rotation and contribute as the primary, dedicated technician during each shift.

What Makes This a Tier 1 Role: Focus on high-volume, low-to-moderate complexity issues; acts as the front line/first response for all client support; uses documented processes, playbooks, and knowledge bases; escalates advanced troubleshooting to Tier 2.

Requirements

• 0–3 years in an IT support or help desk role (MSP experience preferred).
• Experience supporting multiple clients or environments is a strong plus.

Skills

• Technical Skills (Baseline)
  • Strong understanding of:
    • Windows OS & desktop support
    • Microsoft 365 ecosystem
    • Basic networking (TCP/IP, DNS, DHCP, VLANs)
  • Familiarity with:
    • Active Directory / user management
    • Remote support tools and VPNs
    • Ticketing systems (Autotask, ConnectWise, etc.)
  • Exposure to networking, cloud platforms, VoIP, UCaaS, MDM is a plus.
• Soft Skills (Critical)
  • Excellent customer service.
  • Strong written and verbal communication skills.
  • Strong problem-solving and troubleshooting mindset.
  • Ability to multi-task and prioritize in a fast-paced MSP environment.
  • High attention to detail in documentation.
  • Positive, team-oriented attitude.

Preferred Qualifications

• CompTIA A+, Network+, CCNA, or similar certifications.
• 2 or 4-year degree in Computer Science or related field.
• Microsoft certifications (MS-900, AZ-900, etc.).
• Experience with RMM tools (Datto, Kaseya, Ninja, etc.).
• Exposure to Azure / cloud environments.

Benefits

• Lead and grow a talented team in a fast-paced, technical environment.
• Work with cutting-edge IT solutions and diverse client environments.
• Be part of a collaborative team that values problem-solving and innovation.
• Opportunity for hybrid work flexibility once established in the role.

Why This Role is Different (MSP Environment)

• Work across many clients, not just one company’s systems.
• Gain rapid exposure to networks, cloud, phone systems, and security.
• Develop skills faster than traditional internal IT roles.
• Clear growth path to Tier 2 → Tier 3 → Engineering roles.

What Success Looks Like

• High ticket resolution rate at Tier 1.
• Strong customer satisfaction and communication.
• Clean, thorough documentation.
• Ability to resolve issues independently and escalate appropriately.
• Continuous technical growth.