IT Support Analyst I

Our client is seeking a Tier 1 IT Support Technician to provide front-line technical support to employees across the organization. This is an excellent opportunity for someone with strong customer service skills and foundational IT support experience who is looking to grow within a Microsoft-based enterprise environment.

The ideal candidate will be comfortable troubleshooting hardware, software, user account, and connectivity issues while delivering excellent customer support in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for end-user technical support issues
• Diagnose and resolve hardware, software, printer, and connectivity problems
• Support Windows desktop and laptop environments
• Create, manage, and troubleshoot user accounts and access permissions
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive
• Assist with password resets, account lockouts, and general access issues
• Troubleshoot basic network connectivity and VPN-related issues
• Document incidents, service requests, and resolutions in the ticketing system
• Escalate complex issues to Tier 2, Systems, or Network Administrators when appropriate
• Set up, deploy, and support desktops, laptops, mobile devices, and peripherals
• Participate in workstation moves, adds, and changes as needed

• 1+ years of IT Help Desk, Service Desk, Desktop Support, or Technical Support experience
• Experience supporting Microsoft Windows environments
• Familiarity with Microsoft 365 applications and services
• Basic understanding of Active Directory and user account administration
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connectivity
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service abilities
• Ability to prioritize multiple support requests in a fast-paced environment, * Exposure to Microsoft Azure environments
• Experience working in a Microsoft-centric infrastructure
• Familiarity with SonicWall firewalls and network security concepts
• Experience supporting remote users
• CompTIA A+, Network+, or similar certifications
• Experience with endpoint management tools and ticketing systems

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