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L1 Service Desk Analyst
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Illinois data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$50,084 / year median in Illinois
-4% projected decline
Job Description
- 4-6 years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
- Good knowledge of: o Windows 10/11 o Microsoft 365 o Active Directory / Microsoft Entra ID o Microsoft Teams o Outlook o VPN and basic networking o Printers and peripherals o Hardware and software troubleshooting
- Experience working with an ITSM/ticketing platform such as ServiceNow, Jira, BMC, or similar.
- Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and network troubleshooting.
- Familiarity with remote-support tools and endpoint management platforms such as Microsoft Intune or