Tier 1 IT Help Desk / Technical Support Analyst

Job Title: Tier 1 IT Help Desk / Technical Support AnalystClient Industry: Utility & Energy Location: Onsite (Hybrid eligible after performance review)Job Type: Contract/W2Job SummaryWe are seeking a Tier 1 IT Help Desk / Technical Support Analyst to support end users in a large utility and energy enterprise environment. This role is customer-facing and focused on delivering high-quality technical support across desktop, mobile, and network-related issues.The position will begin as 100% onsite to allow for hands-on training, knowledge transfer, and mentorship. After successfully completing training and demonstrating the ability to work independently while meeting performance metrics (typically within 3–6 months), candidates may be eligible for a hybrid work schedule.Key ResponsibilitiesProvide Tier 1 technical support to end users via phone and web channelsTroubleshoot issues related to:Microsoft Windows OS and Microsoft Office SuiteDesktop and mobile devices (iOS – iPhone/iPad)Printers, peripherals, LAN, Wi-Fi, and basic networkingCreate, assign, and manage incident tickets and service requests through completionDiagnose and resolve hardware, software, and application issues following documented proceduresMonitor system alerts and alarms; escalate issues appropriatelyContact on-call or advanced support teams for system-wide or urgent incidentsDocument service requests accurately within established SLAsParticipate in knowledge sharing and collaboration within the teamFollow established policies, standards, run books, and playbooksDeliver professional, courteous, and customer-focused support at all timesMinimum QualificationsHigh School Diploma or equivalent1 year of IT help desk, service desk, or technical support experienceExperience supporting users via phone and web-based channelsWorking knowledge of Microsoft Windows, Microsoft Office, and enterprise network environmentsStrong customer service and communication skillsMinimum typing speed of 35 WPM (typing test required)Ability to work onsite initially and transition to hybrid based on performanceReliable attendance and punctualityAbility to learn quickly and work independently or as part of a teamPreferred QualificationsAssociate or bachelor’s degree (preferred but not required)IT certifications such as CompTIA A , Network , ITF , Google IT Support, or Microsoft FundamentalsExperience in call center or customer service environmentsExposure to ticketing systems (e.g., ServiceNow, Remedy, Jira, Zendesk)Basic understanding of networking concepts (LAN, TCP/IP, Wi-Fi)Strong documentation and organizational skillsWork Environment & ExpectationsNew hires will work onsite initially to support training and in-person mentorshipHybrid work eligibility is based on:Training completionPerformance metricsAbility to work independentlyCommitment to teamwork, adaptability, and safety is essentialCompany Description• Come get Swoon’d!! • Swoon handles the staffing need of over 80 Fortune 500 clients. • We have won Best and Brightest Companies to Work for in the Nation Award 6 years in a row. • Swoon was also awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020.

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