Help Desk Analyst: Frontline IT Support & User Help

Focus; Madison (AL); On-site; USD 40,000 - 50,000; Full time

Job summary

Focus in Madison, Alabama is seeking a Level 1 Help Desk Technician to provide first-line technical support to users. The role emphasizes strong communication, problem-solving, and a customer-first mindset to resolve basic IT issues and ensure satisfaction.

The ideal candidate will handle hardware and software inquiries, document interactions, and contribute to knowledge bases to assist users and improve workflows. This on-site position values teamwork and timely service delivery.

Qualifications

• High school diploma required; associate degree preferred.
• Experience in customer service or tech support is a plus.
• Basic understanding of computer systems and mobile devices.

Responsibilities

• Respond promptly to user requests via phone, email, or in person.
• Diagnose and resolve basic technical problems with available tools.
• Escalate more complex issues to senior IT staff when needed.
• Document user interactions and resolutions in the ticketing system.
• Help develop and maintain user guides and knowledge base articles.
• Monitor system performance and report irregularities to IT staff.
• Provide professional, customer-focused service and timely issue resolution.

Skills

Customer service

Verbal communication

Problem-solving

Organizational skills

Team collaboration

Education

High school diploma or equivalent

Associate degree in IT or related field (preferred)

Tools

Remote desktop

Help desk software

Job description

Focus in Madison, Alabama is seeking a Level 1 Help Desk Technician to provide first-line technical support to users. The role emphasizes strong communication, problem-solving, and a customer-first mindset to resolve basic IT issues and ensure satisfaction.

The ideal candidate will handle hardware and software inquiries, document interactions, and contribute to knowledge bases to assist users and improve workflows. This on-site position values teamwork and timely service delivery.