Level 1 Support Analyst (Junior / Intermediate / Senior)

Position: Level 1 Support Analyst 

Number of hours: TBA
Schedule: EST

Responsibilities:

• Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing systems.

• Receive, log, categorize, prioritize, and assign support tickets following ITSM best practices.

• Resolve common hardware, software, operating system, printer, email, password, and connectivity issues.

• Escalate unresolved or complex incidents to Level 2 or Level 3 support with complete documentation.

• Maintain accurate ticket updates, work logs, and resolution details.

• Create and update knowledge base articles, troubleshooting guides, and user documentation.

• Perform basic user account administration, including password resets and access requests.

• Support desktop, laptop, mobile device, and peripheral troubleshooting.

• Participate in unit testing, bug verification, documentation updates, and simple feature enhancements when assigned.

• Follow standard operating procedures, service level agreements (SLAs), and security policies.

• Collaborate with internal teams to ensure timely issue resolution and customer satisfaction.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).

• 1–2 years of experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support.

• Basic understanding of Windows operating systems and Microsoft Office 365.

• Familiarity with Active Directory, user account management, and remote support tools is an advantage.

• Basic knowledge of networking concepts (IP addressing, DNS, DHCP, VPN).

• Understanding of IT Service Management (ITSM) concepts and ticketing systems.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong customer service orientation and willingness to learn.

Preferred Certifications:

• AWS Certified Cloud Practitioner

• Microsoft Azure Fundamentals (AZ-900)

• Scrum Foundations

• ITIL Foundation (Preferred)

• CompTIA A+ (Preferred)

Technical Skills:

• Windows Desktop Support

• Microsoft Office 365

• Active Directory (basic)

• ITSM / Ticketing Systems (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.)

• Remote Desktop Support

• Basic Networking Fundamentals

• Documentation and Knowledge Base Management