Service Desk Analyst I – Level 1 IT Support

About the role

The IT Service Desk Analyst I provides Level 1 support to end‑users, handling calls, chats, and e‑mail inquiries, resolving basic IT issues, and documenting incidents for further escalation.

Key responsibilities

• Serve as the first point of contact for users seeking IT assistance and deliver professional customer service.
• Troubleshoot Windows 10, Microsoft Office, network and VPN connectivity, Citrix, and Mobile Device Management issues using remote tools.
• Document incidents and requests accurately in the ticketing system and follow escalation protocols for high‑priority problems.
• Maintain knowledge of help‑desk procedures, HIPAA policies, and client notification expectations.

Required profile

• Minimum 1 + year experience in an IT Service Desk or support role.
• Strong written and verbal communication skills in English; Spanish is a plus.
• Ability to work independently, handle night/weekend shifts, and follow detailed processes.

Required skills

• Windows 10 operating system.
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
• Network and VPN connectivity troubleshooting.
• Citrix and Mobile Device Management platforms.
• Office 365, Active Directory, and ITIL fundamentals.
• Industry certifications such as CompTIA A+, Microsoft, or HDI (preferred).