Hybrid IT Help Desk Analyst - Remote & Onsite Support

Meridian Technologies; Charlotte (NC); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Consulting Solutions seeks a Service Desk Tier 1 Analyst to provide first-level IT support in a hybrid environment. You will handle end-user issues remotely, document tickets, and escalate to Tier 2 when needed.

Candidates should have 1–3 years of service desk experience and hands-on support for Windows, Office, VPN, Active Directory, and ServiceNow. The role requires a hybrid onsite schedule with some remote work, and candidates should be located within commuting distance of Rock Hill, SC area.

Qualifications

• 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, VPN connectivity, and basic network troubleshooting.
• Experience with Active Directory and IT ticketing/service management systems 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, Office, VPN, and network issues.
• Assist users with wireless connectivity and iOS devices including iPhone and iPad.
• Document incidents and service requests accurately in ServiceNow or another IT ticketing system.
• Maintain ownership of tickets from initial contact through resolution and escalate when needed.
• Follow established troubleshooting procedures and SLA/KPI requirements.

Skills

Service Desk Experience

Windows Support

Microsoft Office

VPN

Active Directory

Customer Service

Education

Associate degree in Information Technology or equivalent

HDI Help Desk Professional or ITIL Foundations certification

A+ certification

Tools

ServiceNow

Job description

Consulting Solutions seeks a Service Desk Tier 1 Analyst to provide first-level IT support in a hybrid environment. You will handle end-user issues remotely, document tickets, and escalate to Tier 2 when needed.

Candidates should have 1–3 years of service desk experience and hands-on support for Windows, Office, VPN, Active Directory, and ServiceNow. The role requires a hybrid onsite schedule with some remote work, and candidates should be located within commuting distance of Rock Hill, SC area.