Help Desk Analyst - Tier 1

About the role

The Help Desk Analyst – Tier 1 provides first‑line technical assistance to the client’s employees and sites. You will resolve hardware, software, network and mobile device issues, manage user accounts, and support custom applications while ensuring incidents are logged and resolved according to service level agreements.

Key responsibilities

• Deliver first‑level support for approved hardware, software, networks and mobile devices.
• Support custom route‑delivery and sales applications.
• Process incidents and service requests via phone, email, self‑service portal and walk‑up.
• Manage user accounts in Active Directory, Oracle and related systems.
• Provide technical support for ADP time clocks and coordinate vendor repairs.
• Maintain incident/request records in the tracking system and meet SLA targets, including Severity 1 incidents.
• Assist with communication, documentation and enforcement of IT procedures and policies.
• Monitor emergency voice‑mail support on a rotating 24/7 schedule.
• Perform additional technical tasks as directed by management.

Required profile

• Advanced English proficiency.
• High school diploma.
• Prior IT Service Desk experience.
• Relevant certifications such as A+, Network+, HDI, ITIL are desired.

Required skills

• Microsoft Active Directory
• Microsoft Exchange
• Oracle database access
• Enterprise mobility management tools (Intune, AirWatch)
• ADP time‑clock systems
• Network printers and mobile device troubleshooting
• Experience with incident tracking and SLA management