Help Desk Analyst - Tier I

OverviewWe are seeking a reliable and customer-focused IT Help Desk Support Specialist to provide first-level technical support to end users across the organization. In this role, you will be responsible for managing incoming support requests, troubleshooting a variety of hardware and software issues, and ensuring timely resolution or escalation. You will play a key role in maintaining daily IT operations by prioritizing requests, documenting issues accurately, and delivering a high level of customer service. This position is ideal for someone who is detail-oriented, communicates effectively, and thrives in a fast-paced, team-driven environment.

ResponsibilitiesServe as first point of contact for IT support (phone, email, ticketing system)Log, track, and prioritize all support requests with accurate documentationTroubleshoot and resolve basic hardware, software, and access issues; escalate as neededFollow established escalation procedures and service level expectationsMaintain and update help desk documentation and knowledge baseMonitor ticket queues and follow up to ensure timely resolutionSupport IT projects and continuous process improvement initiatives