Level one Service Desk Analyst - Safari
About The Position
Safari Solutions is a leading provider of IT solutions, helping businesses improve productivity, security, and operational efficiency. Through a recent merger with Clair Global-an industry leader in audio, video, and IT solutions-Safari Solutions has expanded its reach and capabilities to offer even more advanced and integrated technology solutions to clients across various industries. We are seeking a motivated, customer-focused Level I Help Desk Systems Analyst to join our Service Desk team. This role is the first point of contact for clients, responsible for delivering fast, professional IT support across a wide range of technologies. In a Managed Service Provider (MSP) environment, you will support multiple clients and systems simultaneously, gaining exposure to networking, cloud platforms, VoIP, UCaas, and end-user support in a fast-paced, high-growth environment. This position is ideal for someone early in their IT career who is eager to learn, grow into Tier 2/3 roles, and deliver an exceptional client experience.
Requirements
- 0–3 years in an IT support or help desk role (MSP experience preferred)
- Experience supporting multiple clients or environments is a strong plus
- Strong understanding of: Windows OS & desktop support, Microsoft 365 ecosystem, Basic networking (TCP/IP, DNS, DHCP, VLANs)
- Familiarity with: Active Directory / user management, Remote support tools and VPNs, Ticketing systems (Autotask, ConnectWise, etc.)
- Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plus
- 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
Nice To Haves
- 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
Responsibilities
- Serve as the first line of support for client issues via phone, email, and ticketing systems
- Perform initial triage and assessment of any client reported issues.
- Receive, document, prioritize, and resolve service tickets in a timely manner
- Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity
- Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation
- Maintain ownership of tickets to full resolution and client satisfaction
- Provide remote support for: Windows & macOS workstations, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Printers, peripherals, and mobile devices
- Perform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity)
- Assist with user onboarding/offboarding, password resets, and permissions
- Support VoIP / UCaaS phone system issues when needed
- Accurately document all work, time, and resolutions in the PSA/ticketing system
- Follow established SOPs, escalation paths, and service standards
- Assist in maintaining client documentation and knowledge base articles
- Use RMM tools to monitor systems and assist in proactive issue resolution
- Work closely with internal teams, vendors, and escalation engineers
- Assist with project prep, deployments, and system rollouts
- Identify recurring issues and communicate trends to leadership
- Continuously expand technical knowledge and skillset
- Enter on-call rotation and contribute as the primary, dedicated technician during each shift
Benefits
- Opportunity for hybrid work flexibility once established in the role.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
