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# Tier 1 Helpdesk Analyst

- **Company:** Merge IT
- **Location:** United States (Remote available)
- **Salary:** $33,280.0
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Word, Microsoft Excel, Active Directory, VoIP, Microsoft Outlook, Firefox, Web Browsers, Microsoft Lync, Microsoft Office, Microsoft PowerPoint, Information Technology, 3-tier Architectures, Windows Client
- **Published:** May 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5c755d7a1e68c98f

## About the Role

Do you have experience in Customer communication?, Basic understanding of computer technology and IT support

--Experience in customer service ideally gained in a customer facing environment

--English proficiency in both verbal & written form

--Must be culturally sensitive; appreciate cultural differences

--A+, Network +, HDI and/or Microsoft certifications a plus

--ITIL v3 a plus

Basic knowledge of computer technology:

--Windows Client

--Microsoft Outlook

--Microsoft Office (Word, Excel, PowerPoint)

--Diverse browser support experience (Internet Explorer, Chrome, & Firefox)

--PC hardware

--Basic understanding of networks

Knowledge of the following a plus:

--Windows Active Directory and domain concept

--Enterprise mobile device knowledge

--Fixed network telephones and VoIP telephone support

Soft Skills Profile:

--Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility

--Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn

--Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management

--Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures

--Ability to work well under pressure, set priorities and comfortable making quick decisions

## Description

From the client: These entry-level hires will be part of a team of hundreds of people that provide IT support to North America. In our environment, a Tier 1 representative has the chance to be promoted upward into Tier 1.5, Tier 2, Tier 3, and lead support positions. All hires must have strong customer service skills and a desire to learn. The job will primarily be 80% password resets and ticket escalation.

Summary of Tasks

--Accept inbound requests via phone, chat, email and ticket queues

--Record and process incidents and service requests according to process specifications

--Communicate with users to understand issues and provide solutions

--Document and resolve incidents according to process specifications

--Forward incidents which cannot be resolved to downstream support groups according to process specifications

--Initiate escalations according to process specifications

--Work collaboratively supporting team via Skype/Lync

--Assist with training and supporting fellow agents

--Average expected time on task between 4 to 12 minutes

--Expected resolution rate between 50% - 80%


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