Tier 1 Analyst

Tier 1 Analyst Support Jobs

3 jobs found

Today

Help Desk Analyst 1.1

All Lines Technology Inc Cranberry Township, PA

Cranberry Township, PA

Today

Full time Customer Support End User Support Hardware Support

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Job Description

The Help Desk Analyst 1.1 role at All Lines Technology Inc focuses on first-level IT support and incident resolution across multiple clients. This position provides coverage through a 24x7x365 help desk, handling alerts, performing remediation steps, and escalating issues when required, while maintaining accurate documentation and a steady focus on service improvement.

Key Responsibilities

Provide remote escalated service and remediation support to clients by telephone, email, and remote control, aligned with applicable SLAs.
Follow prescribed procedures to restore users to work as quickly as possible.
Work toward individual and team targets related to speed of answer, and timely response to alerts and emails.
Support end users across multiple industries and software environments to resolve technical issues.
Perform technical support for devices, PCs, and Macs.
Diagnose incidents promptly and determine when escalation to a higher support tier is appropriate.
Log and manage tickets in the FieldPoint ticketing system.
Use a knowledgebase to apply consistent fixes according to designated procedures and to capture new knowledge.
Communicate with end users via telephone and email.
Monitor and respond appropriately to operational alerts.
Demonstrate effective oral and written communication capability.
Maintain excellent customer relations and interpersonal skills, including a personable and dependable approach.
Document and report on assigned tasks accurately.
Maintain a positive, service-oriented attitude.
Complete shift work, including evenings, weekends, and holidays as required.
Participate in ongoing learning and training.

Requirements

Flexibility to work a rotating shift schedule based on business need across a 24x7x365 operation.
Ability to troubleshoot and diagnose PC hardware and software problems, including equipment issues such as cables, terminals, and keyboards, with strong mechanical and electrical ability.
Ability to identify the source of equipment malfunctions.
Ability to communicate with technical and non-technical personnel, follow oral and written instructions, and read and interpret documents such as operating, maintenance instructions, and procedure manuals.
Professional correspondence with users via phone and email.
Strong logical and analytical thinking, with good judgment for decision-making.
Consistent adherence to documented procedures for incident resolution.

Tools and Technologies

FieldPoint

Location

Cranberry Township, PA (onsite)

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18d ago

Junior IT Support Analyst

Compass Systems Inc Lexington Park, MD

Lexington Park, MD

18d ago

$50k - $70k/yr Full time Active Directory End User Support Help Desk Support

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Job Description

Compass Systems Inc offers a supportive onsite environment in Lexington Park, MD with structured training and growth. This Junior IT Support Analyst role combines hands-on user support with security-focused responsibilities, partnering closely with the Systems Administrator and Information Systems Security Manager. Enjoy a comprehensive benefits package including 401(k) and 401k Matching, medical, vision, Rx, and dental coverage, paid time off, professional development, wellness programs, flexible work arrangements, and short- and long-term disability, life insurance, and recruitment incentives.

Responsibilities

Provide Tier 1 and Tier 2 technical support for Windows systems, Microsoft 365, printers, network connectivity, VPN access, user accounts, and other approved business applications.
Troubleshoot hardware, software, authentication, and workstation issues, and escalate complex problems when appropriate.
Assist with user account management, device configuration, and access management.
Review vulnerability scan results, track remediation activities, and help validate vulnerability closure.
Monitor security alerts, logs, authentication activity, malware detections, and other security events, and escalate suspected incidents to senior cybersecurity personnel.
Assist with patch deployment, patch compliance monitoring, and post-remediation validation.
Maintain accurate hardware, software, and security asset records.
Keep detailed documentation, including help desk tickets, vulnerability records, security monitoring documentation, and remediation evidence.
Support cybersecurity compliance activities related to NIST SP 800-171, CMMC, DFARS, CIS Benchmarks, and company security policies.

Requirements

Associate’s degree or higher in Information Technology, Cybersecurity, or a related technical field.
1 to 3 years of experience in IT support, cybersecurity, system administration, or a related technical role.
Current CompTIA Security+ or CompTIA A+ certification.
Knowledge of Windows operating systems, networking, computer hardware, and cybersecurity fundamentals.
Familiarity with Active Directory and Microsoft 365.
Strong troubleshooting, communication, and documentation skills.
Ability to follow established technical and security procedures.
Strong attention to detail, with the ability to appropriately escalate security concerns.
Experience with vulnerability management or SIEM tools such as Qualys, SolarWinds SEM, or similar platforms.
Familiarity with Windows Server, Microsoft Defender, WSUS, patch-management tools, and firewalls.
Exposure to NIST SP 800-171, CMMC, or similar cybersecurity compliance frameworks.

Role Details

This onsite position in Lexington Park, MD supports day-to-day IT needs, including hardware and software configuration and documentation, while assisting with security compliance activities. Work is completed in coordination with the Systems Administrator and the Information Systems Security Manager.

Physical Requirements

Routinely required to learn and apply new information and/or skills, including interpreting data, information, and documents.
Occasionally needs to lift and/or move up to 20 lbs.
Largely sedentary; routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

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23d ago

Tier I Help Desk Analyst

KeenLogic Alexandria, VA

Alexandria, VA

23d ago

Full time Apple Customer Support Desktop Support

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Job Description

Onsite, full-time Tier I Help Desk Analyst opportunity in Alexandria, VA focused on routine call center support and escalation for advanced cases.

Responsibilities

Deliver call center support for an environment running 90% Intel-based PCs, 10% Apple workstations, plus several custom business applications
Support customers who call in or walk into the customer service center
Resolve routine issues during the call, including password resets, account/workstation unlocking, and basic workstation remediation
Escalate complex or detailed support needs to Tier II or the eBusiness teams

Requirements

Bachelor’s degree and 1 year of experience
1+ years experience in Hardware/Application Support (diagnosis/remediation, access password reset, application install)
1+ years experience with Incident/Request work (analysis, documentation)
1+ years experience with Mobile Device Management (provision, reset, remote wiping)
Effective written and oral communication skills

Technologies

Mobile Device Management

Desired Skills

ITIL Service Management
Technical writing experience
Experience with CRM, ticketing, and ACD systems

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Tier 1 Analyst Support Jobs

Help Desk Analyst 1.1

Junior IT Support Analyst

Tier I Help Desk Analyst

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