What are the responsibilities and job description for the IT Service Desk Support Analyst position at WGTech?
About WGTech
WGTech has been a dedicated leader in technology solutions since 1994, fostering a culture rooted in collaboration, camaraderie, and collective effort. We pride ourselves on building strong relationships with our clients through motivated, learning-driven professionals who thrive on flexibility and mutual support.
Job Overview
WGTech is seeking a Tier 1 IT Service Desk Support Analyst to join our growing team. This role is ideal for an early‑career IT professional who enjoys helping users, troubleshooting technical issues, and building a strong foundation in managed IT services.
As a Tier 1 analyst, you will provide front‑line technical support to external clients, resolve common hardware and software issues, assist with device and account management, and escalate appropriately when issues fall outside Tier 1 scope. Success in this role requires strong communication skills, attention to detail, and a willingness to learn and collaborate with the team.
What You'll Do
- Provide first‑level technical support to end users via phone, email, remote tools, and occasional on‑site visits.
- Troubleshoot common workstation, software, and connectivity issues.
- Assist with user account setup and access changes in Active Directory and Microsoft 365.
- Support basic device management tasks including imaging, deployment, and software installations.
- Verify configurations and document findings during troubleshooting and on‑site visits.
- Identify issues outside the original request and escalate or document appropriately.
- Collaborate with teammates and leverage internal resources when needed.
Qualifications
- 1–2 years of experience supporting end‑user systems in a service desk, help desk, or MSP environment.
- Hands‑on experience installing, deploying, and configuring Windows desktop systems.
- Basic knowledge of Active Directory (user accounts, groups, passwords).
- Familiarity with Microsoft 365 (email, accounts, basic troubleshooting).
- Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP).
- Strong customer service and communication skills.
- Ability to document work clearly and thoroughly.
- Comfortable working in a fast‑paced, client‑facing environment.
- Exposure to Entra ID (Azure AD) and/or Microsoft Intune.
- Experience with OS imaging or deployment tools.
- Basic understanding of file permissions or Group Policy.
- Valid Driver's License.
Job Types: Full-time, Permanent
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $50,000 - $65,000