Be the first point of contact for technical support via phone, email, and chat.
Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
Log all interactions in the ticketing system and escalate when needed.
Ensure timely and accurate resolution of issues while delivering exceptional customer service.
Follow up with users to confirm satisfaction.
Invest in yourself: pursue training, certifications, and ongoing learning.
Participate in special projects that enhance service delivery.

High school diploma or equivalent required; Associate or bachelor’s degree in computer science or related field preferred.
Professional certifications (or working toward):
HDI Support Center Analyst (HDI-SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals
6 months to 1 year in a technical support role, preferably in a service desk environment.
Strong customer service skills with the ability to explain technical solutions clearly.
Experience with NICE, VoIP or similar phone systems.
Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
Familiarity with ITIL or similar service frameworks a plus.
Ability to work independently and collaboratively.
Excellent problem-solving and multitasking skills.

Service Desk Level 1 Analyst

Key skills