Tier 1 IT Help Desk Analyst

About the role

Join a frontline IT support team providing technical assistance to end users by resolving technology issues, managing service requests, and delivering excellent customer support. This role focuses on troubleshooting hardware and software issues, documenting resolutions, and ensuring timely incident management within established service levels.

Responsibilities

• Provide Tier 1 technical support through phone and email.
• Log, categorize, prioritize, and track incidents in the ticketing system.
• Perform initial diagnosis of technical issues and determine when escalation is required.
• Investigate issues and apply approved resolutions or workarounds to restore service.
• Monitor open support cases and escalate when necessary to meet established timeframes.
• Document troubleshooting steps and resolutions according to established procedures.
• Install and maintain software as part of supported services.
• Participate in meetings and training related to applications, hardware, software, and support procedures.
• Coordinate follow‑up activities involving hardware maintenance vendors.
• Perform additional assigned duties as needed.

Required Qualifications

• 2–3+ years of Tier 1 IT Help Desk experience.
• 2–3+ years of Service Administration experience.
• 2–3+ years of IT troubleshooting experience.
• Associate's degree in an IT‑related field.

Preferred Qualifications

• IT certifications (A+, Cisco Routing, Security+, SANS).
• Previous IT‑related first responder experience using Motorola.
• Prior military experience in the radio field.

Benefits

• Group Health (Medical, Dental, and Vision).
• Paid Time Off and Paid Holidays.
• 401(k) matching.
• Group Life and Disability insurance.
• Professional Development opportunities.
• Wellness programs and other perks.