Service Desk Analyst L1

Job Summary The Service Desk Analyst (L1) acts as the first point of contact for users reaching out to the IT Service Desk, delivering a high level of customer service. In this senior-level role, the analyst supports multiple accounts, applying experience and technical knowledge to handle a variety of requests. Key responsibilities include responding to incoming calls, chats, and tickets in a timely manner, accurately documenting all interactions in the ticketing system, and using the knowledge base along with foundational technical skills to resolve Tier 1 issues. When needed, the analyst escalates more complex or unresolved issues to Tier 2 or Tier 3 support teams. The role supports a broad range of areas, including applications, hardware, network, and telecommunications systems, while also providing essential desktop support services.

Responsibilities

Manage and prioritize the Incident and Request queue for Auxis clients, ensuring tickets are properly logged, categorized, assigned, documented, and resolved in line with Incident, Request, Problem, and Knowledge Management processes

Serve as the first point of contact for users, providing Tier 1 technical support via phone, chat, and email, and guiding them through troubleshooting steps

Communicate clearly with users on issue status and resolution, performing follow-ups to ensure satisfaction and proper case closure

Escalate complex or unresolved issues to higher support tiers in accordance with established procedures

Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable

Maintain accurate and detailed records in service management tools, ensuring full accountability for ticket lifecycle management

Deliver high-quality customer service while meeting or exceeding defined Service Level Agreements (SLAs)

Identify and recommend improvements to processes, procedures, and documentation based on operational experience

Create and update Knowledge Base articles to ensure accuracy and alignment with Service Desk standards

Maintain up-to-date knowledge of supported products, services, and internal processes to provide accurate solutions

Ensure compliance with Auxis operational processes, security policies, and regulatory requirements

Utilize service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring tools for supported systems

Participate in required operational and project-related meetings

Adhere to assigned schedules based on client and business needs

Perform additional duties as assigned by the Service Support Team Lead or designated leadership

Skills & Experience Experience

1+ year of technical support experience with a solid understanding of IT support best practices and frameworks (e.g., ITIL)

Knowledge of Active Directory, network printers, and Windows environments, including shared drives

Proven ability to manage tickets efficiently while delivering high-quality customer support

Hardware Support: Basic diagnostics and troubleshooting for laptops, peripherals, and mobile devices

Networking Fundamentals: Understanding of DNS, DHCP, VPN, Wi‑Fi, and general connectivity troubleshooting

Remote Support Tools: Familiarity with tools such as RDP, TeamViewer, or AnyDesk

Cybersecurity Awareness: Knowledge of credential handling, phishing prevention, and endpoint protection basics

Education

High school diploma required

Currently pursuing or holding a degree in Computer Science, Engineering, IT, or related field (nice to have)

Language Skills

Proficiency in English and Spanish (spoken and written) at B2+ level or higher (required)

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