Job Title: Service Desk Tier 1 Analyst
Location: Hybrid – Rock Hill, SC
Contract duration: 12 month contract with potential to extend or convert
Job Summary:
We are seeking a Service Desk Tier 1 Analyst to provide first-level technical support to internal end users in a hybrid environment. This role will serve as the first point of contact for IT incidents and service requests, troubleshooting issues remotely and resolving them when possible or escalating to Tier 2 support when necessary. The ideal candidate will have 1–3 years of service desk experience with hands-on experience supporting Windows, Microsoft Office, VPN, Active Directory, and a ticketing system such as ServiceNow.
Responsibilities
- Provide first-level technical support to end users via phone, email, chat, and service desk queues.
- Troubleshoot, diagnose, and resolve hardware, software, connectivity, and application-related issues.
- Provide remote support for Windows operating systems, Microsoft Office applications, VPN connectivity, and network issues.
- Assist users with wireless connectivity, telecommunications, and iOS devices including iPhones and iPads.
- Utilize remote support tools to troubleshoot and resolve end-user issues.
- Perform basic Active Directory administration and user support.
- Document incidents and service requests accurately in ServiceNow or another IT ticketing system.
- Maintain ownership of assigned tickets from initial contact through resolution while keeping users informed of progress.
- Escalate issues to Tier 2 or other technical teams when appropriate.
- Follow established troubleshooting procedures, service desk processes, and documented solutions.
- Maintain ticket queues and work toward established Service Level Agreement (SLA) and KPI requirements.
- Assist team members with troubleshooting and service desk processes.
- Provide clear explanations of technical information to users with varying levels of technical knowledge.
- Work with a sense of urgency while maintaining a professional and customer-focused approach.
Requirements
- 1–3 years of professional Service Desk or Help Desk experience.
- Experience providing remote technical support to end users via phone, email, or chat.
- Hands-on experience supporting:
- Windows operating systems
- Microsoft Office applications
- VPN connectivity
- Basic network/connectivity troubleshooting
- Hardware and software issues
- iOS devices
- Experience with Active Directory.
- Experience using ServiceNow or another IT ticketing/service management system.
- Ability to troubleshoot and resolve technical issues independently using available tools and documentation.
- Strong customer service and communication skills, including the ability to explain technical concepts to non-technical users.
- Basic understanding of network administration, protocols, operating systems, hardware, and software.
- Associate degree in Information Technology or equivalent experience preferred.
- A+ certification preferred.
- HDI Help Desk Professional or ITIL Foundations certification required.
- Must be able to work a hybrid schedule with regular onsite work.
- Must be located within a reasonable commuting distance of the Rock Hill, SC area.
Schedule
- Monday–Friday, 8:00 AM–5:00 PM ET
- Hybrid: Onsite Tuesday–Thursday; remote Monday and Friday.
Screening questions:
Do you now or in the future require sponsorship (e.g. H-1B)? Y/N
EEO and ADA Statement:
Consulting Solutions and its family of companies is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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