Level one Service Desk Analyst - Safari
On-siteHanover, New Jersey, United States
Job Summary
Serve as the first line of support for client issues via phone, email, and ticketing systems, performing initial triage and assessment of reported problems. Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity, while accurately documenting all work, time, and resolutions in the PSA/ticketing system. Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation and maintain ownership of tickets to full resolution and client satisfaction. Enter on-call rotation and contribute as the primary, dedicated technician during each shift. Assist with user onboarding/offboarding, password resets, and permissions for Windows & macOS workstations, Microsoft 365, and VoIP/UCaaS systems. Identify recurring issues and communicate trends to leadership.
Required Qualifications
- 0–3 years in an IT support or help desk role
- Strong understanding of Windows OS & desktop support
- Strong understanding of Microsoft 365 ecosystem
- Strong understanding of Basic networking (TCP/IP, DNS, DHCP, VLANs)
- Excellent customer service
- Strong Written and Verbal communication skills
- Strong problem-solving and troubleshooting mindset
- Ability to multi-task and prioritize in a fast-paced MSP environment
- High attention to detail in documentation
- Positive, team-oriented attitude
- Experience supporting multiple clients or environments is a strong plus
Desired Qualifications
- MSP experience preferred
- CompTIA A+, Network+, CCNA, or similar certifications
- 2 or 4 year degree in Computer Science or related field
- Microsoft certifications (MS-900, AZ-900, etc.)
- Experience with RMM tools (Datto, Kaseya, Ninja, etc.)
- Exposure to Azure / cloud environments
- Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plus
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