Service Desk Analyst (L1)

Role : Service Desk Analyst (L1)

Location : Omaha, NE & Scottsdale, AZ & Kansas City, MO & Alpharetta, Georgia 30022

Type : Long Term Contract

Key Responsibilities

1. User Support: Answer incoming calls, chats, and emails from users needing tech help.
2. Incident Management: Log, track, and categorize all support requests using an IT service management (ITSM) ticketing system.
3. Basic Troubleshooting: Fix common issues like password resets, printer connections, basic software installations, and VPN access.
4. Escalation: Route complex or unresolved issues to appropriate Level 2/3 technical teams.
5. Documentation: Record clear troubleshooting steps and update knowledge base articles.

Required Skills and Qualifications

1. Communication: Clear verbal and written skills to explain fixes to non-technical users.
2. Technical Basics: Familiarity with Windows, macOS, office productivity suites, and basic networking (Wi-Fi, TCP/IP).
3. Experience: 2 to 4 years of experience in an IT support or customer service role.
4. Certifications (Preferred): CompTIA A+, ITIL Foundation, or Microsoft equivalents.
5. Work Style: Patience, problem-solving aptitude, and the ability to manage stress in a fast-paced environment.