LEVEL 1 SUPPORT ANALYST (JUNIOR / INTERMEDIATE / SENIOR)

Position: Level 1 Support Analyst Number of hours: TBA Schedule: EST Responsibilities: • Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing systems. • Receive, log, categorize, prioritize, and assign support tickets following ITSM best practices. • Resolve common hardware, software, operating system, printer, email, password, and connectivity issues. • Escalate unresolved or complex incidents to Level 2 or Level 3 support with complete documentation. • Maintain accurate ticket updates, work logs, and resolution details. • Create and update knowledge base articles, troubleshooting guides, and user documentation. • Perform basic user account administration, including password resets and access requests. • Support desktop, laptop, mobile device, and peripheral troubleshooting. • Participate in unit testing, bug verification, documentation updates, and simple feature enhancements when assigned. • Follow standard operating procedures, service level agreements (SLAs), and security policies. • Collaborate with internal teams to ensure timely issue resolution and customer satisfaction. Required Qualifications: • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience). • 1–2 years of experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support. • Basic understanding of Windows operating systems and Microsoft Office 365. • Familiarity with Active Directory, user account management, and remote support tools is an advantage. • Basic knowledge of networking concepts (IP addressing, DNS, DHCP, VPN). • Understanding of IT Service Management (ITSM) concepts and ticketing systems. • Strong analytical and problem-solving skills. • Excellent verbal and written communication skills. • Strong customer service orientation and willingness to learn. Preferred Certifications: • AWS Certified Cloud Practitioner • Microsoft Azure Fundamentals (AZ-900) • Scrum Foundations • ITIL Foundation (Preferred) • CompTIA A+ (Preferred) Technical Skills: • Windows Desktop Support • Microsoft Office 365 • Active Directory (basic) • ITSM / Ticketing Systems (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.) • Remote Desktop Support • Basic Networking Fundamentals • Documentation and Knowledge Base Management