Job Description

Position: L1 Service Desk Analyst

Location:

Raleigh, NC (Onsite)

Core Responsibilities

Initial Point of Contact:

Act as the first point of contact for internal employees needing technical assistance with hardware, software, applications, and network-related issues.

Ticket Management:

Log, categorize, prioritize, and track all incoming incidents and service requests in the ITSM/ticketing system.

Troubleshooting & Resolution:

Diagnose and resolve common technical issues on first contact by following documented procedures and knowledge base articles.

Escalation:

Escalate unresolved or complex issues to L2/L3 support teams, ensuring complete documentation and effective handoff.

User Communication:

Provide timely updates to users regarding the progress and resolution of their tickets, ensuring a positive support experience.

Knowledge Base Contribution:

Document troubleshooting steps, solutions, and best practices to enhance the IT knowledge base and improve future issue resolution.

Typical Qualifications

Technical Knowledge:

Familiarity with operating systems (Windows, macOS), basic networking concepts, and enterprise tools like Microsoft Office 365.

Soft Skills:

Strong communication and interpersonal skills, customer-service mindset, and the ability to remain calm under pressure.

Problem-Solving:

Strong analytical skills and the ability to resolve issues quickly and effectively.

Multitasking:

Capable of managing multiple incidents simultaneously and prioritizing work in a dynamic, fast-paced environment.

Ticketing Systems:

Experience with ITSM/ticketing tools such as ServiceNow, JIRA, or similar.

Education & Certifications:

Associate's degree in IT, technical certifications (CompTIA A+, ITIL, etc.), or equivalent work experience preferred.
Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Work Location: In person