Tier 1 IT Helpdesk Analyst

Precision Resources, a division of The Trimarc Group, Inc., is seeking an experienced Tier 1 IT Helpdesk Analyst to join our client in Birmingham, Alabama. This is an excellent opportunity with a growing organization and offers the ability to work 3 days from home each week.

Schedule

• Monday through Friday, 8:30 AM – 5:00 PM
• 3 days remote, 2 days on-site

Responsibilities

• Serve as the main point of contact for all first-level IT support needs.
• Provide Tier One Support to end users for workstations, proprietary software, desktop applications, printers, mobile devices, A/V equipment, network and internet connectivity.
• Manage user accounts with working knowledge of Microsoft Active Directory, Azure, Entra, and Intune.
• Support Citrix, VPNs, computer networking, and TCP protocols.
• Collaborate with helpdesk peers and other technology departments (systems engineering, network, application development, software testing) for problem escalation and resolution.
• Schedule installation of new hardware or software and workstation revisions with users.
• Use enterprise ITSM tools (e.g., ServiceNow, Avanti, Remedy) to record and categorize all helpdesk incidents.
• Track and document issues accurately.
• Research and escalate complex issues to management, senior team members, or other Information Services personnel as required.

Requirements

• Minimum 1 year of enterprise IT Helpdesk support experience in a Windows environment.
• Understanding of Windows OS desktop/laptop technologies.
• US Citizen or Green Card holder.