Tier 1 Help Desk Analysts

IBM • New York, NY

118d • Hybrid

About The Position

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Requirements

• High School Diploma/GED
• 1+ year of experience in customer service or help desk role.
• Basic understanding of Windows OS, Microsoft Office Suite, and common enterprise applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
• Strong communication and problem-solving skills, with attention to detail.
• Ability to work independently and as part of a team.
• Must be eligible to obtain a Public Trust clearance upon hire.

Nice To Haves

• Associate's Degree/College Diploma
• Experience in a federal or government consulting environment.
• Knowledge of Active Directory, VPNs, and remote desktop tools.
• CompTIA A+, ITIL Foundation, or similar certifications.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Provide basic troubleshooting for hardware, software, network, and application issues.
• Log and track support requests using a ticketing system, ensuring timely resolution or escalation.
• Escalate unresolved issues to Tier 2 or Tier 3 support teams as needed.
• Assist with password resets, account unlocks, and access requests.
• Follow standard operating procedures and contribute to knowledge base documentation.
• Maintain professionalism and empathy in all user interactions.
• Support onboarding/off-boarding processes including account setup and equipment provisioning.

Benefits

• Medical & prescription drug coverage
• Dental insurance
• Vision insurance
• Mental health & well-being support
• 8 paid holidays
• Minimum 56 hours paid sick time
• 80 hours paid vacation
• Life insurance
• 401(k)
• Financial counseling
• IBM Employee Stock Purchase Plan
• Paid family medical leave
• Disability benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees