IT Help Desk Analyst I – MS 365 & Windows Support

Dotson; Fort Mill (SC); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Dotson is seeking an IT Analyst I to serve as the first point of contact for employees seeking technical assistance. You will respond to service desk tickets, troubleshoot common hardware and software issues, and ensure timely resolution or escalation of incidents.

The role supports Microsoft 365 apps, Windows devices, user accounts, and standard business applications, while maintaining accurate ITSM documentation and ensuring SLA targets are met.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience will be considered.
• ITIL Foundation, Microsoft, CompTIA A+, or similar certifications are a plus.
• Experience with ITSM/ticketing systems is beneficial.

Responsibilities

• Receive, prioritize, troubleshoot, and resolve incoming service desk incidents and requests via phone, email, chat, and tickets.
• Provide Level 1 technical support for desktops, laptops, printers, mobile devices, Microsoft 365 apps, and standard business software.
• Create, update, and close service tickets with accurate resolution details.
• Reset passwords, manage user accounts, and support access requests per security policies.
• Escalate complex issues to senior analysts or specialist teams as needed.
• Assist with onboarding/offboarding including hardware setup and account provisioning.
• Support workstation deployments, replacements, and technology refreshes.
• Maintain ITSM knowledge base and document recurring issues.

Skills

Customer Service Excellence

Verbal and Written Communication

Technical Troubleshooting

Problem Solving

Time Management

Attention to Detail

Documentation Skills

Team Collaboration

Organizational Skills

Adaptability and Continuous Learning

Microsoft 365 Knowledge

Task Prioritization

Security and Confidentiality Awareness

Education

Associate degree in Information Technology/Computer Science or related field

ITIL Foundation

Microsoft Certification

CompTIA A+

Job description

Dotson is seeking an IT Analyst I to serve as the first point of contact for employees seeking technical assistance. You will respond to service desk tickets, troubleshoot common hardware and software issues, and ensure timely resolution or escalation of incidents.

The role supports Microsoft 365 apps, Windows devices, user accounts, and standard business applications, while maintaining accurate ITSM documentation and ensuring SLA targets are met.