Technical Support Analyst (L1)

Technical Support Analyst (L1)

• Serve as the first point of contact for employees requiring technical assistance via phone, email, or ticketing systems.
• Respond to and troubleshoot basic hardware, software, and network-related issues.
• Resolve common support requests such as password resets, printer connectivity issues, software installations, and workstation setup.
• Document, track, and update support tickets in the IT ticketing system.
• Escalate unresolved or complex issues to higher-level support teams when necessary.
• Assist with new hire onboarding, including device configuration, deployment, and setup.
• Provide both remote and onsite technical support to office and warehouse personnel.
• Maintain accurate records of incidents, requests, and resolutions to support the internal knowledge base.

• Track and manage IT inventory, including laptops, desktops, monitors, keyboards, and peripherals using asset management tools.
• Receive and inspect incoming IT equipment shipments for accuracy and damage.
• Prepare, package, label, and ship IT equipment to remote and work-from-home employees.
• Track deliveries using FedEx Ship Manager and other shipping tools.
• Perform inventory audits and cycle counts to ensure asset accuracy.
• Assist with material handling, storage, and movement of IT equipment using warehouse equipment such as pallet jacks.
• Maintain a clean, organized, and safe IT staging and warehouse environment.

• 1 3 years of experience in Technical Support, Help Desk, Service Desk, or Desktop Support.
• Basic knowledge of computer hardware, operating systems, software applications, and networking concepts.
• Experience working with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar.
• Familiarity with Microsoft Office Suite and Windows environments.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work independently and manage multiple priorities.

• Ability to lift, move, and handle equipment weighing up to 50 lbs.
• Comfortable working in both office and warehouse environments.
• Ability to stand, walk, bend, and move equipment as needed throughout the workday.

• Experience with IT asset management or inventory management systems.
• Familiarity with Warehouse Management Systems (WMS).
• Experience with FedEx Ship Manager or similar shipping/tracking software.
• Experience supporting remote users and work-from-home environments.