Frontline Tier 1 IT Support Analyst

Kforce Inc; Austin (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

Kforce is seeking an L1 Tech Support Analyst in Austin, TX to deliver first-line IT support across desktops, mobile devices, and network systems. You will respond via phone, email, chat, and tickets, troubleshoot Windows and M365, and assist with account provisioning and password resets.

You will document resolutions and escalate complex issues to higher tiers as needed. The role emphasizes strong customer service, clear communication, and the ability to explain technical concepts to

Qualifications

• High School diploma/GED or equivalent.
• 0-2 years of experience in Help Desk, Service Desk, Technical Support, or Desktop Support.
• Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
• Familiarity with Windows 10/11 and Microsoft 365 applications.
• Basic understanding of Active Directory, Exchange Online, and Azure AD.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication abilities.
• Strong customer service mindset and attention to detail.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide Tier 1 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Respond to support requests via phone, email, chat, and ticketing systems.
• Troubleshoot Windows operating systems, Microsoft 365 applications, and common software issues.
• Assist users with password resets, account unlocks, access requests, and basic Active Directory administration.
• Diagnose connectivity issues involving VPNs, Wi-Fi, TCP/IP, DNS, and network access.
• Document incidents, troubleshooting steps, and resolutions within the ITSM platform.
• Follow established procedures, knowledge base articles, and support workflows.
• Escalate unresolved issues to Tier 2 or Tier 3 support teams when appropriate.
• Support onboarding and offboarding activities, including hardware deployment and user account provisioning.
• Assist with software installations, updates, and device configurations.
• Maintain a high level of customer satisfaction through professional and timely communication.
• Contribute to knowledge base documentation and process improvement initiatives.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Education

High School diploma or GED

Associate's degree in IT or related field

Tools

ServiceNow

Jira

Zendesk

Job description

Kforce is seeking an L1 Tech Support Analyst in Austin, TX to deliver first-line IT support across desktops, mobile devices, and network systems. You will respond via phone, email, chat, and tickets, troubleshoot Windows and M365, and assist with account provisioning and password resets.

You will document resolutions and escalate complex issues to higher tiers as needed. The role emphasizes strong customer service, clear communication, and the ability to explain technical concepts to