Tier I Service Desk Analyst

Boston Government Services, LLC (BGS); Knoxville (TN); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Paid vacation

401K

Long/Short-term disability

Job summary

Boston Government Services, LLC (BGS) is seeking a Tier I Service Desk Analyst to support our clients across the United States. This role focuses on incident intake, service request fulfillment, ticket routing, and first-call resolution for IT issues, with potential onsite or hybrid/remote arrangements depending on contract needs.

The ideal candidate has 1–3 years of IT support experience, strong customer service and communication skills, and familiarity with Windows 10/11 and Microsoft 365.

Qualifications

• Associate degree or equivalent experience required.
• 1–3 years IT support experience.
• Experience with Windows 10/11 and Microsoft 365 preferred.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Receive, triage, and document incidents and service requests.
• Provide first-level troubleshooting for common IT issues and perform password resets.

Skills

Strong customer service

Excellent communication

IT support experience

Windows 10/11 experience

Education

Associate degree or equivalent experience

Tools

Ticket management systems

Microsoft 365

Job description

Boston Government Services, LLC. (BGS) has created this Evergreen Talent Pool post for gathering qualified candidates for a position relating to Tier I Service Desk Analyst to support our clients in various locations across the US.

BGS is an engineering, technology, and security firm helping to advance missions of national importance for government programs, national laboratories, national security facilities, nuclear operations, and complex projects. We support clients at every stage, from strategic planning and program management to the execution of engineering and technical activities. We work to attract and retain the best talent because the best talent delivers the best results for our clients. Our capabilities are based on our experience in complex, secure, and highly regulated environments. We leverage our experience and capabilities to provide mission-driven solutions tuned to our client\'s mission needs and strategic direction.

Work that Matters. People that Matter More. At BGS, we believe meaningful work starts with great people. We foster a culture built on respect, collaboration, and accountability—where employees are empowered to contribute ideas, grow professionally, and make an impact. We care about our employees’ well-being through competitive benefits, clear expectations, and an environment that values both excellence and connection.

If you align with BGS’ company values and culture, we would love for you to explore opportunities to join our growing team by checking out the job description below!

Responsibilities

The Tier I Service Desk Analyst serves as the first point of contact for organizational users requiring technical assistance. This role is focused on incident intake, service request fulfillment, ticket routing, customer communication, and first-call resolution of common IT issues. The analyst will support the MSP transition by delivering a consistent customer experience while ensuring requests are properly documented, categorized, and escalated when necessary.

• Serve as the primary point of contact for IT support requests.
• Receive and triage incidents through phone, portal, email, and walk-up channels.
• Resolve common workstation, Office 365, Teams, Outlook, VPN, and peripheral issues.
• Create, track, and update tickets within the approved ITSM platform.
• Perform password resets and basic account support activities.
• Provide first-level troubleshooting for Microsoft 365 applications.
• Escalate unresolved issues to Tier II or Tier III support teams.
• Maintain SLA compliance and accurate ticket documentation.
• Develop knowledge articles for recurring support issues.
• Support onboarding and offboarding processes.
• Participate in transition readiness, knowledge transfer, and stabilization activities.

Requirements

• Associate degree or equivalent experience.
• 1-3 years of IT support experience.
• Experience with Windows 10/11.
• Experience with Microsoft Office and Microsoft 365.
• Familiarity with ticket management systems.
• Strong customer service and communication skills.
• Client projects for this position require U.S. Citizenship.
• Successful drug screening.
• Must be eligible to obtain and maintain a security or clearance badge.

Preferred Qualifications

• CompTIA A+.
• ITIL Foundation.
• Microsoft 365 Fundamentals.

Location/Work Arrangement

• Schedule is full-time, Monday – Friday 40-hour week and may require on call or overnight shifts depending on contract needs.
• This position may be fully onsite or hybrid/remote depending on the needs of the specific contract.

Benefits

BGS offers a competitive total compensation package to eligible employees. Benefits include Health, Dental, Vision, Life Insurance, Paid Vacation, 401K, Long and Short-Term Disability.

Starting compensation for this role typical salary ranges between $50,000 and $70,000 annually is commensurate with experience relative to the position and may vary based on candidate geographical location.

Eeo

BGS is an Equal Opportunity/Affirmative Action employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Exclusive Agreement Disclaimer

BGS has standing contracts with federal agencies throughout the United States. We require an affirmative exclusive agreement to represent all candidates to our clients. By submitting this application, you are consenting to allow BGS to represent you as a candidate for the role in which you are applying.

Schedule is full-time, Monday – Friday 40-hour week and may require on call or overnight shifts depending on contract needs.