IT Support Analyst (Tier 1/2)

Overview:

We are seeking a detail-oriented and customer-focused Tier 1 Help Desk Support Specialist to provide first-line technical support for Microsoft-based environments. The ideal candidate will assist end-users with hardware, software, and network issues using ServiceNow or a similar ticketing system, ensuring timely and effective problem resolution.

Key Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, chat, or ticketing system.

• Diagnose and troubleshoot issues related to Windows OS, Office 365, and other Microsoft applications.

• Create, update, and resolve tickets in ServiceNow or similar platforms, ensuring accurate documentation.

• Escalate complex issues to Tier 2 or engineering teams when necessary.

• Support user account creation, password resets, and access management.

• Perform basic network connectivity troubleshooting.

• Maintain a high level of customer service, professionalism, and communication with end-users.

• Contribute to the knowledge base by documenting troubleshooting steps and resolutions.

Qualifications:

• 1 3 years of help desk or technical support experience (MSP experience a plus).

• Hands-on experience supporting Microsoft Office 365, Windows 10/11, and Active Directory environments.

• Familiarity with ServiceNow, Zendesk, Jira Service Management, or other ticketing systems.

• Strong customer service and communication skills.

• Basic understanding of networking concepts (DNS, DHCP, VPN).

• Certifications preferred: CompTIA A , Network , or Microsoft 365 Fundamentals (MS-900).