L1 Service Desk Analyst

Overview

On Site
Full Time
Part Time
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

Physical Layer
Service Desk
Computer Hardware
Network
Issue Tracking
Data Link Layer
Network Layer
Documentation
Knowledge Base
Issue Resolution
Operating Systems
Microsoft Windows
OS X
Computer Networking
Microsoft Office
Soft Skills
Communication
Customer Service
Conflict Resolution
Problem Solving
Analytical Skill
Multitasking
Management
IT Service Management
ServiceNow
JIRA
CompTIA
ITIL

Job Details

Position: L1 Service Desk Analyst

Location: Raleigh, NC (Onsite)

Core Responsibilities

  • Initial Point of Contact: Act as the first point of contact for internal employees needing technical assistance with hardware, software, applications, and network-related issues.

  • Ticket Management: Log, categorize, prioritize, and track all incoming incidents and service requests in the ITSM/ticketing system.

  • Troubleshooting & Resolution: Diagnose and resolve common technical issues on first contact by following documented procedures and knowledge base articles.

  • Escalation: Escalate unresolved or complex issues to L2/L3 support teams, ensuring complete documentation and effective handoff.

  • User Communication: Provide timely updates to users regarding the progress and resolution of their tickets, ensuring a positive support experience.

  • Knowledge Base Contribution: Document troubleshooting steps, solutions, and best practices to enhance the IT knowledge base and improve future issue resolution.


Typical Qualifications

  • Technical Knowledge: Familiarity with operating systems (Windows, macOS), basic networking concepts, and enterprise tools like Microsoft Office 365.

  • Soft Skills: Strong communication and interpersonal skills, customer-service mindset, and the ability to remain calm under pressure.

  • Problem-Solving: Strong analytical skills and the ability to resolve issues quickly and effectively.

  • Multitasking: Capable of managing multiple incidents simultaneously and prioritizing work in a dynamic, fast-paced environment.

  • Ticketing Systems: Experience with ITSM/ticketing tools such as ServiceNow, JIRA, or similar.

  • Education & Certifications: Associate's degree in IT, technical certifications (CompTIA A+, ITIL, etc.), or equivalent work experience preferred.


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About Purple Drive Technologies LLC