Frontline IT Service Desk Analyst (Tier I)

Boston Government Services, LLC (BGS); Knoxville (TN); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Paid vacation

401K

Long/Short-term disability

Job summary

Boston Government Services, LLC (BGS) is seeking a Tier I Service Desk Analyst to support our clients across the United States. This role focuses on incident intake, service request fulfillment, ticket routing, and first-call resolution for IT issues, with potential onsite or hybrid/remote arrangements depending on contract needs.

The ideal candidate has 1–3 years of IT support experience, strong customer service and communication skills, and familiarity with Windows 10/11 and Microsoft 365.

Qualifications

• Associate degree or equivalent experience required.
• 1–3 years IT support experience.
• Experience with Windows 10/11 and Microsoft 365 preferred.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Receive, triage, and document incidents and service requests.
• Provide first-level troubleshooting for common IT issues and perform password resets.

Skills

Strong customer service

Excellent communication

IT support experience

Windows 10/11 experience

Education

Associate degree or equivalent experience

Tools

Ticket management systems

Microsoft 365

Job description

Boston Government Services, LLC (BGS) is seeking a Tier I Service Desk Analyst to support our clients across the United States. This role focuses on incident intake, service request fulfillment, ticket routing, and first-call resolution for IT issues, with potential onsite or hybrid/remote arrangements depending on contract needs.

The ideal candidate has 1–3 years of IT support experience, strong customer service and communication skills, and familiarity with Windows 10/11 and Microsoft 365.