IT Helpdesk Analyst - Level I: Customer-Focused Support

The Timberline Group; St. Louis (MO); On-site; USD 42,000 - 56,000; Full time

Job summary

The Timberline Group in St. Louis, MO is seeking an IT Support Analyst - Level I Helpdesk to provide friendly, first-contact technical support. You will answer inbound calls, gather issue details, and route tickets to the appropriate teams for resolution.

The role emphasizes customer service, clear communication, and basic networking knowledge. You will document interactions in the CRM and assist with on-site visits as needed.

Qualifications

• Associate's degree or equivalent from two-year college or technical school.
• Relevant experience or training in IT service/support is expected.

Responsibilities

• Handle incoming IT helpdesk calls and gather information for ticket routing.
• Route tickets to appropriate teams for resolution when needed.
• Coordinate with third-party techs for on-site visits.
• Document customer interactions and update ticket status in CRM.
• Escalate issues to service desk tiers as required.

Skills

Customer service

Communication

Time management

Multitasking

Interpersonal skills

Listening skills

Organizational skills

Independent work

Education

Associate's degree

Tools

Microsoft Dynamics CRM

MS Office Suite

Job description

The Timberline Group in St. Louis, MO is seeking an IT Support Analyst - Level I Helpdesk to provide friendly, first-contact technical support. You will answer inbound calls, gather issue details, and route tickets to the appropriate teams for resolution.

The role emphasizes customer service, clear communication, and basic networking knowledge. You will document interactions in the CRM and assist with on-site visits as needed.