Help Desk Analyst Tier 1 Support

The Help Desk Analyst provides first-line technical support for end users across the organization. This role requires a solid foundation in operating systems, application support, and basic networking concepts including DHCP, DNS, TCP/IP, Windows domains, and Microsoft 365. The ideal candidate demonstrates strong customer service skills, technical troubleshooting ability, and a strong work ethic. This position involves frequent interaction with employees across multiple departments and requires effective management of service requests through a ticketing system while delivering timely, professional technical support.

Primary Responsibilities

• Provide first-level technical support for issues related to computers, software, hardware, phones, peripherals, wireless devices, A/V equipment, and other technology systems. Support may be delivered in person, remotely, or through travel to company locations.
• Manage and resolve help desk tickets, ensuring timely response and resolution in accordance with service expectations.
• Build, maintain, and deploy desktop images to streamline workstation configuration and management.
• Administer basic user account management within Active Directory and assist with Microsoft 365 mailbox issues.
• Escalate complex or unresolved issues to Tier 2 support or Systems Administration teams with appropriate documentation and troubleshooting details.
• Support company information security initiatives, including adherence to policies, documentation of procedures, and maintenance of system and network availability.
• Follow up with users to ensure issues are fully resolved and customer satisfaction is achieved.
• Participate in an on-call support rotation as required.

• Experience troubleshooting computers, operating systems, printers, network connectivity, mobile devices, wireless devices, copiers, and scanners.
• Strong working knowledge of Microsoft Windows operating systems and Microsoft Office applications in a Windows domain environment.
• Familiarity with networking fundamentals such as DHCP, DNS, and TCP/IP.
• Excellent verbal and written communication skills with a strong focus on customer service.
• Strong problem-solving abilities and adaptability when addressing new or unfamiliar technical issues.
• Ability to work independently with minimal supervision while maintaining accountability.
• Willingness and ability to learn new technologies quickly in a fast-paced environment.
• Valid driver’s license and reliable transportation.

3.63.6 out of 5 stars Scotia, NY 12302 $60,000 - $85,000 a year, Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Employee assistance program, Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.