Level 1 Service Desk Support
About The Position
Service Desk Support Analyst (Level 1) Miles Enterprise Solutions is a management consulting and technology firm supporting state, local, and educational (SLED) government agencies. We deliver IT service management, workforce solutions, and technology modernization services that enable agencies to operate efficiently and serve their communities effectively. We are seeking qualified Service Desk Support Analysts (Level 1) to support government clients in a structured, service-level-driven environment. Position Summary The Level 1 Service Desk Support Analyst serves as the first point of contact for end users within a government-supported IT environment. This role is responsible for delivering high-quality technical support, ensuring adherence to service level agreements (SLAs), and maintaining accurate documentation for audit and compliance purposes. This position requires professionalism, confidentiality, and the ability to operate within regulated environments.
Requirements
- Minimum 2 years of experience in IT support, service desk, or help desk environments (required)
- Experience supporting users in structured or regulated environments (government, healthcare, financial services, or enterprise environments preferred)
- Proficiency with Windows operating systems (Windows 10 or higher)
- Experience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Familiarity with ticketing systems
- Basic knowledge of networking concepts (TCP/IP, Wi-Fi, VPN, Ethernet)
- Experience supporting mobile devices (iOS, Android)
- Must be legally authorized to work in the United States without employer sponsorship
- Ability to pass background checks, including criminal and/or government-required screenings
- Abilit to comply with all client security and confidentiality requirements
- Must adhere to data protection policies and procedures
- Participation in e-Verify is required
- Drug-free workplace
Nice To Haves
- Experience with Active Directory, Citrix, and VPN technologies (e.g., Cisco VPN)
- Familiarity with ITIL framework or IT service management best practices
- Prior experience supporting government clients
- CompTIA A+, Network+, or HDI certification
- Strong customer service and communication skills
- Ability to follow defined processes and maintain compliance standards
- High attention to detail and documentation accuracy
- Ability to manage multiple tasks in a fast-paced, service-driven environment
- Professionalism and discretion when handling sensitive information
Responsibilities
- Provide Tier 1 technical support to end users via phone, email, and ticketing systems
- Log, track, and resolve incidents and service requests in accordance with established SLAs
- Troubleshoot hardware, software, network, and mobile device issues
- Escalate unresolved issues to Tier 2 or specialized support teams as required
- Maintain accurate, timely, and audit-ready documentation of all support activities
- Follow standard operating procedures (SOPs), knowledge base articles, and ITIL-aligned processes
- Support user account management functions (e.g., password resets, access requests) in accordance with security protocols
- Utilize remote support tools to assist users across multiple locations
- Ensure compliance with client security, privacy, and data protection policies
- Participate in continuous service improvement initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
