IT Support Analyst: Help Desk & IT Operations

Pandi, LLC; Kansas City (MO); On-site; USD 42,000 - 70,000; Full time

Job summary

Pandi, LLC is seeking a motivated Support Analyst to be the first point of contact for technology needs. You will own Tier 1 help desk requests, handle on-site tasks, and support offices with IT infrastructure, devices, and meetings. Strong communication across teams is essential for effective incident resolution.

The role covers hardware, software, network issues, onboarding, AV support, and security posture maintenance, with a focus on reliability and efficiency in a fast-paced environment.

Qualifications

• 1–3 years of experience in a help desk, desktop support, or IT support role.
• Strong working knowledge of Windows 10/11, macOS and iOS.
• Experience administering user accounts in Microsoft 365/Azure.
• Experience troubleshooting a wide variety of hardware and software issues.
• Proficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Strong written and verbal communication skills; able to explain technical issues to non-technical users.
• Ability to interface with associates at all levels of the organization.

Responsibilities

• Serve as the primary point of contact for all Tier 1 help desk requests, triaging and resolving issues via phone, email, chat, and in person.
• Monitor support queues to ensure tickets are acknowledged, prioritized, and resolved within SLA targets.
• Provide hands-on technical support for associate computers and printers, including hardware, software, and break/fix issues.
• Support onboarding for new associates, including account setup, device provisioning, and orientation to IT resources.
• Resolve complex technical issues related to Wi-Fi, internet connectivity, and network performance, and proactively flag recurring problems with suggested solutions.
• Document common issues and their resolutions in internal knowledge base to enable faster future support.

Skills

Windows

macOS

iOS

Phone support

Effective communication

Education

Bachelor's in Computer Information Systems

Tools

Microsoft 365/Azure

Cisco Meraki

Intune

Job description

Pandi, LLC is seeking a motivated Support Analyst to be the first point of contact for technology needs. You will own Tier 1 help desk requests, handle on-site tasks, and support offices with IT infrastructure, devices, and meetings. Strong communication across teams is essential for effective incident resolution.

The role covers hardware, software, network issues, onboarding, AV support, and security posture maintenance, with a focus on reliability and efficiency in a fast-paced environment.