IT Service Desk Analyst (Tier 1)

Job Description

• Responsible for providing day-to-day IT support, including break/fix troubleshooting for computers, hardware, and end-user technology issues
• Supports common employee technical issues such as login/access problems, SharePoint sync errors, and general Microsoft 365 troubleshooting
• Assists with new hire onboarding, including workstation setup, equipment provisioning, and account configuration
• Performs Microsoft 365 administrative tasks, including license management, user support, and access requests
• Provides support for warehouse technology and equipment, including basic troubleshooting for devices such as label printers and scanners
• Serves as a front-line, employee-facing IT resource, delivering timely support and ensuring a positive user experience
• Utilizes Jira to manage, track, and prioritize incoming support tickets and service requests
• Supports IT asset management activities, including equipment inventory, deployment, and lifecycle tracking
• Typically manages approximately 10 active tickets at a time across a variety of technical support requests

Skills and Requirements

• 2+ years of experience supporting end users in a Microsoft-centric environment
• Strong Tier 1 Service Desk background, providing frontline technical support and troubleshooting for a wide range of hardware, software, and access-related issues
• Strong communication skills and a commitment to delivering a positive end-user experience
• Bilingual in Spanish
• Prior Jira experience
• Microsoft Certifications

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].