Get the chrome extension L1 Help Desk Analyst
Resolve Tech Solutions, LLC
L1 Help Desk Analyst
Position Title: L1 Help Desk Analyst
Reporting To: Service Desk Manager
Position Summary
The L1 Help Desk Analyst provides first-level technical support for PAM Health end users across hardware, software, network, and cloud-based environments. This role serves as the initial point of contact for IT-related issues and service requests, delivering timely troubleshooting, issue resolution, and customer support while ensuring alignment with established service level agreements (SLAs). The position supports both on-site and remote workforce environments and works closely with Tier II and Infrastructure teams to escalate and resolve more complex technical issues. The L1 Help Desk Analyst contributes to operational efficiency through accurate ticket documentation, strong customer service, and adherence to IT support processes and standards.
Key Responsibilities
- Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems
- Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues
- Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications
- Log, prioritize, and manage incidents and service requests within ITSM systems while maintaining SLA compliance
- Escalate unresolved or complex technical issues to Tier II or Infrastructure teams with appropriate documentation and troubleshooting details
- Assist with user account provisioning, password resets, software installations, and endpoint setup activities
- Support remote and hybrid workforce environments utilizing remote support and endpoint management tools
- Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing platform
- Communicate professionally with end users regarding issue status, expected timelines, and resolution updates
- Follow established IT policies, procedures, and security standards while supporting end-user technology needs
- Assist with onboarding and offboarding support activities, including device preparation and account setup
- Contribute to knowledge base documentation and continuous improvement initiatives within the Help Desk function
- Other duties as assigned
Qualifications
- Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered
- 1–3 years of Help Desk, Technical Support, or customer support experience in an enterprise environment preferred
- Basic knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices
- Familiarity with networking fundamentals including VPN, DNS, DHCP, and wireless connectivity troubleshooting preferred
- Experience utilizing ticketing systems or ITSM platforms such as ServiceNow, NinjaOne, or similar tools preferred
- Strong customer service, communication, and interpersonal skills
- Ability to troubleshoot technical issues methodically and escalate appropriately when needed
- Ability to manage multiple priorities in a fast-paced support environment
- Exposure to remote support tools, endpoint management platforms, or cloud-based environments preferred
- CompTIA A+ or related entry-level IT certification preferred
- Alignment with RTS Core Values
Originally posted on Himalayas
Service Desk Level 1 Analyst
DYOPATH
Join DYOPATH as a Service Desk Level 1 Analyst
Are you energized by solving technical puzzles and helping people stay connected and productive?
DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support.
Why You’ll Love Working Here
- Purpose with Passion- Join a company whose L.O.V.E. philosophy—Living Our Values Every Day—turns everyday work into meaningful impact.
- Grow & Thrive- From certifications to career paths, DYOPATH invests in your development.
- Award-Winning Culture- Recognized for outstanding IT service—and we bring that same dedication to supporting each other.
- Fun & Respectful Teamwork- A collaborative, upbeat environment where achievements are celebrated.
Benefits
- Medical, dental, and vision coverage
- Life insurance
- 401(k) with company match
- “You Pick a Day” paid holiday
- FSA and HSA options
- Pet insurance
- Additional benefits available
- Full overview: dyopath.com/careers
Role Overview
- Location: Remote (U.S)
- Schedule: 1st Shift (Core Business Hours); Monday through Friday
- Pay Rate: $20
Your Mission as a Service Desk Level 1 Analyst
- Respond to incoming phone calls, emails, and chat messages requesting technical support
- Log all service desk interactions in the ticketing system
- Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
- Resolve technical issues when possible and escalate when necessary
- Ensure timely and accurate resolution of all service desk requests
- Conduct follow‑up with customers or employees to ensure satisfaction
- Continuously improve technical skills through training, certifications, and self‑directed learning
- Participate in special projects as assigned
What You Bring to the Team
Education & Certifications
- High school diploma or equivalent required
- Associate or bachelor’s degree in computer science or related field preferred
- Relevant certifications (or pursuing):
- HDI Support Center Analyst (HDI‑SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
Experience & Skills
- 1–2 years of experience in a technical support role, preferably in a service desk environment
- Strong customer service skills with the ability to explain technical information to non‑technical users
- Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
- Knowledge of ITIL or similar frameworks is a plus
- Ability to work independently and as part of a team
- Excellent problem‑solving and analytical abilities
- Ability to manage multiple tasks and prioritize effectively
Why This Role Stands Out
As a Service Desk Level 1 Analyst, you will be the front line of support—helping users resolve issues quickly, building your technical expertise, and growing your IT career within a supportive and mission‑driven organization. You’ll work with a dedicated team and gain valuable experience that paves the way for future advancement.
Ready to Start Your IT Career?
If you're excited to learn, solve technical challenges, and deliver great service in a people‑first culture, DYOPATH wants to meet you. Apply now to become our next Service Desk Level 1 Analyst.
This role is open to residents of the U.S. only.
Equal Opportunity Employer
DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at . The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
Originally posted on Himalayas