Help Desk IT Support – L1

The Level 1 Help Desk Analyst provides first-line technical support to internal users by responding to service requests and incidents related to hardware, software, and basic network issues. This role serves as the initial point of contact for IT-related problems, focusing on customer service, accurate issue documentation, and timely resolution or escalation.

Responsibilities
* Serve as the first point of contact for end users via phone, email, chat, or ticketing system
* Log, track, and manage incidents and service requests in the help desk ticketing system
* Troubleshoot basic hardware, software, and peripheral issues (desktops, laptops, printers, monitors, mobile devices)
* Provide support for common applications such as Microsoft Office, Outlook, and web-based tools
* Perform basic account support tasks such as password resets and user access requests under guidance
* Escalate unresolved or complex issues to Level 2/3 support teams following established procedures
* Follow defined SLAs and prioritize issues appropriately based on impact and urgency
* Document resolutions, troubleshooting steps, and standard procedures
* Assist with workstation setup, imaging, and equipment deployment as needed
* Deliver clear, courteous communication and status updates to users

Required Qualifications

• 5+ years of working experience – This can be in customer service or IT roles.
• 1+ years of experience in a help desk, service desk, or technical support role
• Basic understanding of Windows operating systems and common office applications
• Familiarity with ticketing systems and IT support workflows
• Strong customer service and communication skills
• Ability to follow troubleshooting processes and escalation procedures
• Basic knowledge of computer hardware, peripherals, and networking concepts
• High attention to detail and strong documentation skills