IT User Support Analyst

Job Description:

Position Summary

The Help Desk Support Analyst – Tier 1 serves as the first point of contact for end users seeking technical assistance for our headquarters located in Charlotte, NC. This role is responsible for troubleshooting common hardware, software, and access-related issues, ensuring timely resolution or escalation when needed. The ideal candidate has a strong foundation in desktop/laptop support, Microsoft products, excellent communication skills, and a willingness to learn and grow within IT operations.

Hourly Range: $24.04 - $26.44 + (based on experience)

Key Responsibilities

• Provide first-line technical support for Windows and macOS devices
• Troubleshoot issues related to Microsoft 365 (Outlook, Teams, OneDrive), VPN connectivity, and printers
• Manage and resolve incidents and service requests through the ticketing system (e.g., ServiceNow)
• Follow standard operating procedures, knowledge base articles, and escalation protocols
• Perform user account management tasks, including password resets, access provisioning, and Active Directory updates
• Diagnose basic network issues using tools such as ping and ipconfig
• Troubleshoot operating system issues and review logs using tools like Event Viewer
• Support user environments, including profile issues, device setup, and application access
• Assist with endpoint management tools such as Intune and JAMF
• Follow security best practices, including awareness of antivirus and BitLocker encryption
• Maintain professional and effective communication with users at all levels
• Accurately document troubleshooting steps, resolutions, and knowledge articles
• Collaborate with Tier 2/3 teams and escalate issues when necessary
• Continuously learn and improve technical skills through training and shadowing opportunities

Required Skills and Qualifications

• Associate or Bachelor’s degree in Information Technology or related field (or equivalent experience)
• Strong troubleshooting and problem-solving abilities
• Basic understanding of networking concepts (IP addressing, DNS, DHCP)
• Familiarity with desktop support and operating system troubleshooting
• Experience with or exposure to Microsoft 365 and Active Directory environments
• Excellent verbal and written communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong attention to detail and organizational skills
• Customer focused mindset with positive attitude, accountability, and eagerness to learn