IT Help Desk Analyst L1

Alykas; Karachi Division; On-site; PKR 11,628,000 - 17,165,000; Full time

Job summary

Alykas is seeking an IT Service Desk L1/IT Help Desk Analyst L1 to provide first-line support to end users in a US-timezone, onsite in the US. The role emphasizes incident management, SLA adherence, and strong customer service.

The ideal candidate will have hands-on experience with ITSM tools, Windows 10/11, Microsoft 365, Active Directory, and basic networking. You will log, troubleshoot, and resolve issues, escalate when needed, and maintain thorough documentation.

Qualifications

• Bachelor’s degree in CS or IT preferred.
• ITIL Foundation certification a plus.
• Microsoft, CompTIA A+ or similar certs advantageous.

Responsibilities

• Provide first-line IT support via ticketing system, email, phone, or chat.
• Log, categorize, prioritize, update, and close incidents and service requests per SLAs.
• Troubleshoot Windows, M365, AD/AD DS, networking basics, printers, and devices.
• Escalate to L2/L3 with detailed notes; maintain documentation; ensure SLA adherence.

Skills

IT Help Desk

ITSM/Ticketing

Windows 10/11

Microsoft 365

Active Directory / Azure AD

Networking basics

ITIL / ITSM concepts

Communication skills

Ticket documentation

Education

Bachelor's degree in Computer Science / IT

ITIL Foundation certification

Microsoft / CompTIA A+ certs

Tools

ITSM ticketing platform

Job description

US Based Job/Onsite Job with US TimeZone

Job Overview:

We are looking for an IT Service Desk L1 / IT Help Desk Analyst L1 to provide first-line technical support to end users and ensure timely resolution of IT incidents and service requests.

The ideal candidate should have hands-on experience with ITSM/ticketing tools, incident management, SLA tracking, Windows, Microsoft 365, Active Directory, and basic networking.

Key R esponsibilities:

• Provide IT support via ticketing system, email, phone, or chat.
• Log, categorize, prioritize, update, and close incidents and service requests in the ITSM tool.
• Troubleshoot Windows, Microsoft 365, Outlook, Teams, printers, laptops, desktops, and other IT peripherals.
• Perform basic troubleshooting of LAN/Wi-Fi, DNS, DHCP, TCP/IP, VPN, and internet connectivity issues.
• Handle basic user administration tasks such as password resets, account unlocks, and access requests through Active Directory or similar platforms.
• Monitor and manage tickets according to defined SLA requirements.
• Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting details and documentation.
• Support user onboarding/offboarding, including system access and IT equipment requirements.
• Maintain accurate ticket notes, resolution details, and IT documentation/knowledge-base articles.
• Follow ITIL-based processes for Incident, Service Request, Problem, and Change Management.
• Coordinate with internal IT teams and third-party vendors when required.
• Maintain a professional and customer-focused approach while handling end-user issues.

Req uired Skills:

• IT Help Desk, Service Desk, Desktop Support, or IT Support.
• Hands-on experience with an ITSM/ticketing platform.
• Good knowledge of Windows 10/11 and Microsoft 365.
• Basic knowledge of Active Directory / Azure AD.
• Understanding basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Good troubleshooting and problem-solving skills.
• Understanding of ITIL / ITSM concepts.
• Strong verbal and written communication skills.
• Good ticket documentation and time-management skills.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field is preferred.
• ITIL Foundation certification is a plus.
• Microsoft, CompTIA A+, or similar certifications are an advantage.

What We're Looking For:

• Customer-focused and service-oriented attitude.
• Ability to manage multiple tickets and priorities.
• Strong ownership and follow-up skills.
• Ability to work effectively with L2/L3 technical teams.
• Willingness to learn new IT tools, technologies, and processes.