Job Openings Level 1 Support Analyst (Junior / Intermediate / Senior)

About the job 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



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