IT Helpdesk Analyst — First-Line Support & SLA Champion

Compunnel, Inc.; Richmond (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading IT services firm located in Richmond, Virginia, is seeking a Helpdesk Analyst to provide first-level technical support. The ideal candidate will monitor customer infrastructure, manage tickets, and collaborate with cross-functional teams. Strong troubleshooting skills and a working knowledge of ITIL are essential for this role. Experience with ServiceNow or similar tools is necessary. Competitive compensation and growth opportunities are offered.

Qualifications

• Ability to follow SOPs and escalate alerts within defined SLAs.
• Working knowledge of ITIL framework and standard helpdesk processes.
• Experience with Active Directory and antivirus management.

Responsibilities

• Provide Level 1 technical support via voice and non-voice channels.
• Monitor and raise tickets based on defined priority.
• Mentor new team members on processes and troubleshooting.

Skills

Strong interpersonal, written, and verbal communication skills

Analytical ability to identify and correlate infrastructure failures

Basic technical skills in Networking

Basic technical skills in Server management

Basic technical skills in Storage & Backup

Basic technical skills in Database management

Strong troubleshooting and problem-solving skills

Proficiency in MS Office applications

Tools

ServiceNow

Remedy

Linux command-line

Windows command-line

Job description

A leading IT services firm located in Richmond, Virginia, is seeking a Helpdesk Analyst to provide first-level technical support. The ideal candidate will monitor customer infrastructure, manage tickets, and collaborate with cross-functional teams. Strong troubleshooting skills and a working knowledge of ITIL are essential for this role. Experience with ServiceNow or similar tools is necessary. Competitive compensation and growth opportunities are offered.