Support Systems Analyst (Tier 1 Help Desk)
About The Position
The Support Systems Analyst (Tier 1) is the first point of contact for internal employees requiring technical assistance. This role provides frontline support across end-user devices, identity access, and core productivity tools, leveraging Microsoft Intune and Kaseya RMM to monitor, manage, and remediate issues efficiently. The ideal candidate is customer-focused, technically curious, and process-driven—capable of resolving common issues independently while escalating complex incidents appropriately. This role plays a critical part in maintaining system uptime, device compliance, and a positive employee technology experience.
Requirements
- 1–3 years of experience in a Tier 1 help desk or IT support role
- Hands-on experience supporting Windows endpoints
- Familiarity with Microsoft Intune for device and application management
- Experience using Kaseya RMM or similar remote monitoring and management tools
- Basic understanding of:
- Active Directory / Entra ID
- Microsoft 365 services
- Networking fundamentals (DNS, VPN, Wi-Fi)
- Strong customer service and communication skills
- Ability to explain technical concepts to non-technical users
- Organized, detail-oriented, and process-driven
- Comfortable working in a fast-paced, ticket-driven environment
- Willingness to learn and grow into Tier 2 responsibilities over time
Nice To Haves
- Experience supporting multi-site or retail/branch environments
- Exposure to security tooling (endpoint protection, MFA, device compliance)
- ITIL Foundation or similar service management training
- CompTIA A+, Network+, or Microsoft certifications (or in progress)
Responsibilities
- Provide Tier 1 technical support to internal users via ticketing system, email, phone, and chat
- Troubleshoot Windows and macOS endpoint issues including performance, connectivity, and application errors
- Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
- Monitor and manage endpoints using Microsoft Intune
- Device enrollment and compliance checks
- Application deployment and troubleshooting
- Policy enforcement and remediation
- Use Kaseya RMMto:
- Monitor device health and alerts
- Execute remote troubleshooting and scripted fixes
- Assist with patching and routine maintenance
- Assist with user account provisioning and deprovisioning
- Support password resets, MFA issues, and access requests
- Perform basic Active Directory / Entra ID user and group administration
- Log, track, and update tickets in the ITSM platform
- Resolve common Tier 1 issues on first contact when possible
- Escalate Tier 2/3 issues with proper documentation and troubleshooting notes
- Meet SLA targets and follow established support workflows
- Follow standard operating procedures (SOPs) and support playbooks
- Contribute to knowledge base articles and end-user guides
- Identify recurring issues and suggest improvements to tooling or processes
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
