Help Desk Analyst I

Lincoln Investment•Fort Washington, PA

6d•Hybrid

About The Position

The Help Desk Analyst I serves as the first point of contact for all IT support requests. This role is responsible for delivering a professional, customer-focused support experience by providing first-level troubleshooting, incident intake, service request fulfillment, and ticket triage. The Tier 1 Analyst ensures all requests are accurately documented, prioritized, and either resolved or escalated in accordance with established procedures and service level objectives.

Requirements

Prior Customer service experience.
Ability to explain potentially complicated issues to users of all experience levels
Broad knowledge of basic computer hardware, including desktops, laptops, mobile devices and peripheral equipment.
Broad knowledge of Microsoft Office.
General knowledge of TCP/IP networking.
Exceptional customer service orientation.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of issues
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.

Nice To Haves

Prior Help Desk L1 or L2 experience
Any experience with network administration or troubleshooting
Experience with troubleshooting Windows operating systems.
Broad knowledge of online collaboration and productivity tools (Office365, Slack, G Suite)
Broad knowledge of internet browsers and settings

Responsibilities

Serve as the first point of contact for all IT incidents and service requests.
Ticket documentation, categorization, and escalation per SLA.
Triage and resolve ticket via phone, email, chat, walk-up, and ticketing systems.
Hardware/software troubleshooting (laptops, printers, VPN, MFA, common SaaS apps).
Basic onboarding/offboarding support (account creation, equipment prep)
Deliver exceptional customer service and maintain professionalism in all interactions.
Communicate clearly and consistently with users regarding ticket status and next steps.
Receive, log, categorize, and prioritize incidents and requests.
Perform initial troubleshooting using established runbooks, SOPs, and knowledge articles.
Resolve common issues at first contact whenever possible.
Escalate unresolved issues to Tier 2 according to documented support procedures.
Ensure tickets contain complete and accurate troubleshooting documentation.
Utilize and contribute to the IT knowledge base.
Maintain and update knowledge base articles for common issues
Document new troubleshooting steps and common solutions.
Fulfill standard service requests including: Password resets & account unlocks, MFA assistance, Software installation requests, User access requests, Equipment requests, Basic Microsoft 365 support
Follow all approval and security processes.