IT Support Analyst (Tier 1/2)

  • Maryland Heights, MO
  • Posted 5 days ago | Updated 5 days ago

Overview

On Site
$40,000 - $60,000
Contract - W2
Contract - 6 Month(s)
No Travel Required

Skills

Active Directory
Communication
CompTIA
Computer Hardware
Computer Networking
Customer Service
DHCP
DNS
Identity Management
MSP
Microsoft
Microsoft Office
Microsoft Windows
Network
Network+
Tier 1
Tier 2
Virtual Private Network
ServiceNow
JIRA
Zendesk
Issue Tracking
Help Desk

Job Details

Overview:

We are seeking a detail-oriented and customer-focused Tier 1 Help Desk Support Specialist to provide first-line technical support for Microsoft-based environments. The ideal candidate will assist end-users with hardware, software, and network issues using ServiceNow or a similar ticketing system, ensuring timely and effective problem resolution.

Key Responsibilities:

  • Serve as the first point of contact for end-users seeking technical assistance via phone, chat, or ticketing system.

  • Diagnose and troubleshoot issues related to Windows OS, Office 365, and other Microsoft applications.

  • Create, update, and resolve tickets in ServiceNow or similar platforms, ensuring accurate documentation.

  • Escalate complex issues to Tier 2 or engineering teams when necessary.

  • Support user account creation, password resets, and access management.

  • Perform basic network connectivity troubleshooting.

  • Maintain a high level of customer service, professionalism, and communication with end-users.

  • Contribute to the knowledge base by documenting troubleshooting steps and resolutions.

Qualifications:

  • 1 3 years of help desk or technical support experience (MSP experience a plus).

  • Hands-on experience supporting Microsoft Office 365, Windows 10/11, and Active Directory environments.

  • Familiarity with ServiceNow, Zendesk, Jira Service Management, or other ticketing systems.

  • Strong customer service and communication skills.

  • Basic understanding of networking concepts (DNS, DHCP, VPN).

  • Certifications preferred: CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900).

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.