Support Jobs in Hanover, NJ

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Level one Service Desk Analyst

Clair Global Corporation Hanover, NJ

Hanover, NJ

Today

Full time Customer Support End User Support Help Desk

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Job Description

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

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