Help Desk Analyst (level 1)

Plateau Software Inc • Daleville, AL

2d

About The Position

Plateau GRP is seeking a Help Desk Analyst (Level 1) to provide Tier 1 technical support for the for a government platform in support of a U.S. Air Force project. The analyst will serve as the first point of contact for end-users, ensuring timely and effective resolution of technical issues while maintaining high standards of customer service.

Requirements

• High School Diploma and at least one year of relevant experience
• Strong customer service and communication skills.
• Experience with ticketing systems and incident tracking.
• Basic troubleshooting knowledge of the platform or similar systems (ex. Salesforce).
• Ability to work independently and collaboratively in a fast-paced environment.
• Familiarity with documenting technical solutions and procedures.
• Candidate must be able to pass a government background check for employment, this requires US Citizenship

Nice To Haves

• CompTIA A+ Certification (IAT Level I)
• 2+ years of experience in a help desk or technical support role.

Responsibilities

• Provide Tier 1 technical support to end-users via phone, email, and chat.
• Log all incidents in the designated ticketing system with accurate and complete information.
• Troubleshoot basic technical issues related to the platform.
• Escalate complex incidents to Tier 2 support or other technical teams as needed.
• Adhere to established service level agreements (SLAs) for response and resolution times.
• Document troubleshooting steps and solutions in the knowledge base to improve future resolution times and support self-service capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED