Service Desk Analyst L1

About the role

Auxis is looking for a Service Desk Analyst (Level 1) who acts as the first point of contact for users contacting its IT Service Desk. This is a senior role handling multiple accounts, covering applications, hardware, network and telecommunications systems, and delivering essential desktop support. The analyst resolves Tier 1 requests using a knowledge base and escalates unresolved issues to Tier 2 and 3 teams.

Key responsibilities

• Manage and organize the Incident and Request queue for Auxis clients, logging, categorizing, prioritizing, assigning, documenting and closing tickets according to Incident, Request, Problem and Knowledge Management processes.
• Serve as the initial contact for customers, providing first-level technical support by phone, chat or email and guiding users through troubleshooting.
• Communicate clearly about resolution, follow up on cases and escalate complex inquiries following established procedures.
• Provide basic functional support for supported tools and systems, including POS systems where applicable.
• Maintain accurate case records and meet service level agreements (SLAs).
• Identify and recommend process, procedure or documentation improvements, and update or create Knowledge Base articles.
• Stay up to date on products, support policies and service delivery methods, and use service management tools for Incident, Request, Problem, Change and Configuration Management.
• Attend required meetings, adhere to working hours set by client needs or the workforce, comply with security and compliance policies, and carry out other duties assigned by the Service Support Team Lead.

Required profile

• At least 1 year of technical support experience with a good understanding of IT support best practices and frameworks such as ITIL.
• Experience managing tickets and providing excellent customer support.
• High school diploma; pursuing a degree in Computer Science, Engineering, IT or equivalent experience is acceptable.
• Proficiency in English and Spanish (oral and written at 85% or higher); B2+ level in both is required.
• Nice to have: certifications such as Cisco CCNA, ITIL, Microsoft 365 Fundamentals and CompTIA A+.

Required skills

• Active Directory, network-shared printers and Windows shared drives.
• Basic diagnostics for laptops, peripherals and mobile devices.
• Networking basics: DNS, DHCP, VPN, Wi-Fi and connectivity troubleshooting.
• Familiarity with remote desktop tools such as RDP, TeamViewer and AnyDesk.
• Cybersecurity awareness: credential handling, phishing prevention and endpoint protection basics.