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 who is eager to learn, grow into Tier 2/3 roles, and deliver an exceptional client experience.

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