Hybrid L1 Help Desk Analyst – IT Support

Resolve Tech Solutions, LLC; Texas; Hybrid; USD 40,000 - 55,000; Full time

Job summary

Resolve Tech Solutions, LLC is seeking an L1 Help Desk Analyst to provide first-level IT support for hardware, software, network, and cloud environments. The role supports on-site and remote workers and collaborates with Tier II and Infrastructure teams to resolve issues while documenting steps and maintaining SLAs.

The ideal candidate will have 1–3 years of Help Desk experience, a basic understanding of Windows, AD, and M365, plus effective communication and customer service skills.

Qualifications

• Associate degree in IT, CS or related field preferred; equivalent experience considered.
• 1–3 years of Help Desk, Technical Support, or customer support experience in an enterprise environment preferred.
• Basic knowledge of Windows OS, Microsoft 365, AD, and standard desktop support practices.
• Familiarity with VPN, DNS, DHCP, and wireless troubleshooting preferred.
• Experience with ticketing systems/ITSM tools such as ServiceNow or NinjaOne preferred.

Responsibilities

• Serve as the first point of contact for end-user technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues.
• Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise apps.
• Log, prioritize, and manage incidents and service requests in ITSM systems ensuring SLA compliance.
• Escalate unresolved issues to Tier II or Infrastructure teams with proper documentation.

Skills

Customer service

Communication

Interpersonal skills

Troubleshooting

Windows concepts

Microsoft 365

Active Directory

VPN connectivity

Networking basics

Education

Associate degree in IT/CS or related field

Tools

ServiceNow

NinjaOne

ITSM platforms

Job description

Resolve Tech Solutions, LLC is seeking an L1 Help Desk Analyst to provide first-level IT support for hardware, software, network, and cloud environments. The role supports on-site and remote workers and collaborates with Tier II and Infrastructure teams to resolve issues while documenting steps and maintaining SLAs.

The ideal candidate will have 1–3 years of Help Desk experience, a basic understanding of Windows, AD, and M365, plus effective communication and customer service skills.