IT Service Desk Analyst

Job Description

An L1 Technical Support engineer acts as the initial point of contact for users, providing first‑line troubleshooting for hardware, software, and network issues via phone, email, or chat. They resolve basic problems using predefined scripts, document tickets in tracking systems, and escalates complex issues to L2/L3 support.

An L1 Technical Support engineer acts as the initial point of contact for users, providing first‑line troubleshooting for hardware, software, and network issues via phone, email, or chat. They resolve basic problems using predefined scripts, document tickets in tracking systems, and escalates complex issues to L2/L3 support.

• Respond to user inquiries and requests for IT support through Phone, Chat and Email.
• Customer Support:
  Responding to queries and guiding users through step‑by‑step solutions.
• Provide guidance and instructions to users on how to use IT systems and applications.
• Technical Troubleshooting:
  Resolving common issues like password resets, software installations, and printer issues.
• Incident Management:
  Logging, tracking, and closing support tickets using ticketing systems.
• Service Request Management:
  Logging, tracking and closing service requests.
• Onboarding, Offboarding Request Management:
  Sorting onboarding and offboarding requests, giving access, assigning requests to L2 teams for access, coordinating with Secops.
• Escalation:
  Routing complex or unresolved technical problems to higher‑level engineers.
• Documentation:
  Updating knowledge bases and technical documentation.
• White Glove/Walk up Service:
  Assist customers that walk up in person for assistance
• Install, configure, and maintain IT equipment and software
• Participate in knowledge sharing and training activities.
• Stay up‑to‑date with the latest IT technologies and trends.
• Excellent communication and interpersonal skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• Technical Knowledge:
  Basic understanding of operating systems (Windows/Linux), networking principles, and hardware components.
• Domain Knowledge:
  Retail, Supply Chain
• Communication:
  Strong verbal and written skills for customer interaction.
• Problem‑Solving:
  Ability to analyze issues and follow SOPs to find solutions.
• Experience/
  
  Education:
  
  Equivalent experience in a help desk environment.
• Follow up with customers to ensure satisfactory service

• Exposure to Ticketing tools Cherwell, BMC Helix, Autotask
• Exposure to Identity Management tools like Cyber Ark
• Exposure to Active Directory
• Remote Tool:
  Team Viewer, Quick Assist, RDC, Ivanti, Dameware
• Security Products :
  AntiVIrus, Zscaler, CiscoVPN
• Exposure to Putty, AS400 Mainframe systems
• Added advantage if candidate possess ITIL certification.
• Possess a high school diploma or equivalent.
• Demonstrate proficient communication skills - written and verbal in English
• Demonstrate proficient keyboard and computer skills.
• Demonstrate exemplary customer service skills

Salary Range-$60,000-$80,000 a year

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.