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Careers – Service Desk First Level Support Analyst

Service Desk First Level Support Analyst

Reports to: Service Desk Director


To provide excellent customer service for a fast paced multitasking service desk environment that supports remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.


  • Troubleshoot routing/firewall/network problems
  • Manage multiple demanding issues at once, prioritizing and executing tasks
  • Apply call handling processes consistently
  • Excellent written and oral communication skills
  • Attention to detail
  • Establish a quality working relationship with a variety of customers
  • Follow defined standards to resolve specific set of problems
  • Follow defined standards to collect and follow-up on escalated issues
  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups
  • Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors
  • Meet individual metrics for First Level Support
  • Identify and suggest process improvements as they arise
  • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements



  • Provide excellent first level customer service
  • Respond to all chats, emails and phone calls consistently
  • Enter all relevant data from customer contact channels into tracking system
  • Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by First Level Support as defined by management
  • Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills
  • Works well under pressure with limited supervision while consistently displaying a professional demeanor
  • Ability to follow processes and escalate issues consistently
  • Resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data
  • Support technical management team with call data analysis
  • Utilize and contribute to a knowledge base (Knowledge Management).
  • Monitor real time dashboards and alerts and provide first level response to problems
  • Experienced in Windows operating systems
  • Familiar with TCP/IP and networking concepts
  • High level of ethics and integrity
  • Scheduling flexibility required



  • 2 or 4-year college degree is not mandatory, but a plus


Email resumes to the Human Resource Manager – Lisa Moore –

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