IT Help Desk Analyst L1

US Based Job/Onsite Job with US Time Zone Job Title: IT Service Desk L1 / IT Help Desk Analyst L1 Job Overview: We are looking for an IT Service Desk L1 / IT Help Desk Analyst L1 to provide first-line technical support to end users and ensure timely resolution of IT incidents and service requests.

The ideal candidate should have hands-on experience with ITSM/ticketing tools, incident management, SLA tracking, Windows, Microsoft 365, Active Directory, and basic networking.

Key Responsibilities: Provide IT support via ticketing system, email, phone, or chat.

Log, categorize, prioritize, update, and close incidents and service requests in the ITSM tool.

Troubleshoot Windows, Microsoft 365, Outlook, Teams, printers, laptops, desktops, and other IT peripherals.

Perform basic troubleshooting of LAN/Wi-Fi, DNS, DHCP, TCP/IP, VPN, and internet connectivity issues.

Handle basic user administration tasks such as password resets, account unlocks, and access requests through Active Directory or similar platforms.

Monitor and manage tickets according to defined SLA requirements.

Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting details and documentation.

Support user onboarding/offboarding, including system access and IT equipment requirements.

Maintain accurate ticket notes, resolution details, and IT documentation/knowledge-base articles.

Follow ITIL-based processes for Incident, Service Request, Problem, and Change Management.

Coordinate with internal IT teams and third-party vendors when required.

Maintain a professional and customer-focused approach while handling end-user issues.

Required Skills: IT Help Desk, Service Desk, Desktop Support, or IT Support.

Hands-on experience with an ITSM/ticketing platform.

Good knowledge of Windows 10/11 and Microsoft 365.

Basic knowledge of Active Directory / Azure AD.

Understanding basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPN.

Good troubleshooting and problem-solving skills.

Understanding of ITIL / ITSM concepts.

Strong verbal and written communication skills.

Good ticket documentation and time-management skills.

Qualifications: Bachelor's degree in computer science, Information Technology, or a related field is preferred.

ITIL Foundation certification is a plus.

Microsoft, CompTIA A+, or similar certifications are an advantage.

What We're Looking For: Customer-focused and service-oriented attitude.

Ability to manage multiple tickets and priorities.

Strong ownership and follow-up skills.

Ability to work effectively with L2/L3 technical teams.

Willingness to learn new IT tools, technologies, and processes.

Interested candidates are encouraged to apply with an updated CV.