L1 Help Desk Analyst - Remote & Onsite Support

Resolve Tech Solutions Inc; United States; Hybrid; USD 42,000 - 54,000; Full time

Job summary

Resolve Tech Solutions Inc. seeks a L1 Help Desk Analyst to provide first‑level IT support for end users across hardware, software, network, and cloud environments. You will deliver prompt troubleshooting, ticketing, and customer service while upholding SLAs.

The role supports both on‑site and remote workers, collaborating with Tier II and Infrastructure teams to resolve issues efficiently and document steps for knowledge base improvements.

Qualifications

• 1–3 years of Help Desk or technical support experience in an enterprise environment
• Basic knowledge of Windows OS, Microsoft 365, Active Directory, and standard desktop support
• Familiarity with VPN, DNS, DHCP, and wireless troubleshooting preferred
• Experience with ITSM tools such as ServiceNow, NinjaOne, or similar
• CompTIA A+ or related entry‑level IT certification 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 applications
• Log, prioritize, and manage incidents within ITSM systems while maintaining SLA compliance
• Escalate unresolved or complex issues to Tier II or Infrastructure teams with documentation
• Assist with user accounts provisioning, password resets, software installations, and endpoint setup
• Support remote and hybrid workforce environments using remote tools
• Maintain accurate incident documentation and resolutions in the ticketing system
• Communicate status and timelines professionally to end users
• Follow IT policies and security standards; assist with onboarding and offboarding

Skills

Customer service

Communication

Troubleshooting

Multitasking

Remote support

Education

Associate degree in IT or related field

Tools

ServiceNow

NinjaOne

Active Directory

Job description

Resolve Tech Solutions Inc. seeks a L1 Help Desk Analyst to provide first‑level IT support for end users across hardware, software, network, and cloud environments. You will deliver prompt troubleshooting, ticketing, and customer service while upholding SLAs.

The role supports both on‑site and remote workers, collaborating with Tier II and Infrastructure teams to resolve issues efficiently and document steps for knowledge base improvements.