Level one Service Desk Analyst

Level one Service Desk Analyst provides first-contact IT support for clients in an MSP environment, handling and resolving tickets while escalating when issues require Tier 2/3 expertise.

Responsibilities

• Serve as the first line of support for client issues via phone, email, and ticketing systems
• Perform initial triage and assess client-reported issues
• Receive, document, prioritize, and resolve service tickets in a timely manner
• Troubleshoot basic to moderate issues involving desktops, applications, access, and connectivity
• Escalate unresolved or complex issues to Tier 2/3 with proper documentation
• Maintain ownership of tickets through full resolution with a focus on client satisfaction
• Provide remote support for Windows and macOS workstations
• Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Troubleshoot printers, peripherals, and mobile devices
• Handle basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity)
• Assist with user onboarding/offboarding, password resets, and permissions
• Support VoIP / UCaaS phone system issues when needed
• Accurately document all work, time, and resolutions in the PSA/ticketing system
• Follow established SOPs, escalation paths, and service standards
• Assist with maintaining client documentation and knowledge base articles
• Use RMM tools to monitor systems and support proactive issue resolution
• Work closely with internal teams, vendors, and escalation engineers
• Assist with project prep, deployments, and system rollouts
• Identify recurring issues and communicate trends to leadership
• Continuously expand technical knowledge and skillset
• Enter on-call rotation and serve as the primary, dedicated technician during each shift
• Act as the front line for all client support, using documented processes, playbooks, and knowledge bases
• Escalate advanced troubleshooting to Tier 2
• Support many clients, not only one organization
• Gain exposure to networks, cloud platforms, phone systems, and security while delivering end-user support
• Contribute as the dedicated technician during each shift
• Work across a high-volume, low-to-moderate complexity queue as part of a Tier 1 role
• Use documented processes to resolve issues independently and escalate appropriately
• Use knowledge bases and established workflows to drive clean, thorough outcomes

Requirements

• 0–3 years in an IT support or help desk role (MSP experience preferred)
• Experience supporting multiple clients or environments (strong plus)
• Strong understanding of Windows OS desktop support
• Strong understanding of the Microsoft 365 ecosystem
• Strong understanding of basic networking (TCP/IP, DNS, DHCP, VLANs)
• Familiarity with Active Directory and user management
• Familiarity with remote support tools and VPNs
• Familiarity with ticketing systems (Autotask, ConnectWise, etc.)
• Exposure to networking, cloud platforms, VoIP, UCaaS, and MDM is a plus
• Excellent customer service
• Strong written and verbal communication skills
• Strong problem-solving and troubleshooting mindset
• Ability to multi-task and prioritize in a fast-paced MSP environment
• High attention to detail in documentation
• Positive, team-oriented attitude

Technologies

• Windows
• macOS
• Microsoft 365
• Outlook, Teams, OneDrive, SharePoint
• Wi-Fi, VPN, DNS, DHCP
• TCP/IP, VLANs
• VoIP, UCaaS
• PSA/ticketing system
• RMM tools
• Autotask, ConnectWise
• Active Directory
• Remote support tools
• MDM

Employment Details

• Location: Hanover, NJ (onsite)
• Location listed: Cedar Knolls NJ
• Full Time
• Onsite
• Opportunity for Hybrid: flexibility once established in the role

About the Role

• First point of contact for clients, delivering fast, professional IT support across a wide range of technologies
• In an MSP environment, support multiple clients and systems simultaneously
• Gain exposure to networking, cloud platforms, VoIP, UCaaS, and end-user support
• Support early-career growth toward Tier 2/3 responsibilities

What Makes This a Tier 1 Role

• Focus on high-volume, low-to-moderate complexity issues
• Front line / first response for all client support
• Uses documented processes, playbooks, and knowledge bases
• Escalates advanced troubleshooting to Tier 2

Preferred (Not Required)

• CompTIA A+, Network+, CCNA, or similar certifications
• 2 or 4 year degree in Computer Science or related field
• Microsoft certifications (MS-900, AZ-900, etc.)
• Experience with RMM tools (Datto, Kaseya, Ninja, etc.)
• Exposure to Azure / cloud environments

What Success Looks Like

• High ticket resolution rate at Tier 1
• Strong customer satisfaction and communication
• Clean, thorough documentation
• Ability to resolve issues independently and escalate appropriately
• Continuous technical growth