Help Desk Analyst I
PT Holdings LLC, Lexington, SC, United States
Help Desk Analyst I
Location: Lexington, SC
About the Role We are seeking a customer‑focused, solution‑oriented IT Support Analyst I to provide Tier 1 technical support across corporate and remote environments. The role is responsible for troubleshooting and resolving incidents involving Windows 11 systems, Microsoft 365, proprietary applications, and end‑user devices such as laptops, mobile devices, printers, and AV equipment. The Support Analyst I will manage service requests within established SLAs, escalate complex issues as needed, and collaborate with IT teams to ensure timely resolution. Additional responsibilities include documenting solutions and processes, contributing to the knowledge base, and supporting IT asset management and inventory tracking.
Typical Day
Provide tier 1 technical support to employees on‑site and remotely as a key member of the IT Service Desk
Troubleshoot Windows 11 systems, Microsoft 365 applications, proprietary business software, and end‑user devices
Support teams to meet established service level agreements while resolving service requests and incidents efficiently
Collaborate with other IT teams to escalated and resolve complex issues
Assist with IT asset management, inventory tracking, and documenting IT policies, processes, and workflows
Qualifications
Experience supporting Microsoft‑based desktop environments
Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, etc.)
Understanding of basic networking concepts (DNS, DHCP, connectivity, VPN)
Experience delivering excellent customer service in a help desk or IT support environment
Excellent communication and interpersonal skills; thrives in a team environment
Strong problem‑solving and troubleshooting skills
Ability to thrive in a fast‑paced, evolving IT work environment
Must be at least 18 years of age
Completion of a satisfactory background check and drug screening required
Preferred Qualifications
Associate degree in IT or related field, or equivalent professional experience strongly preferred
Microsoft 365 Certified strongly preferred
Schedule & Location
Full‑time, on‑site position located in Lexington, SC
Monday through Friday, 8:00 AM‑5:00 PM
Occasional evening and weekend work may be required based on job demands
No travel required for this position
Perks
Strong company culture
Casual dress code
Traditional benefits such as health insurance, 401(k) match, employee assistance programs, and generous time‑away program
Town Share program – share in our company's success
Benefits
Competitive Compensation
Health insurance
401(k) and 401(k) match
Generous Time Away Program
Employee Assistance Programs
Employee Relations Events
Employee Recognition Programs
Unlimited Service Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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About the Role We are seeking a customer‑focused, solution‑oriented IT Support Analyst I to provide Tier 1 technical support across corporate and remote environments. The role is responsible for troubleshooting and resolving incidents involving Windows 11 systems, Microsoft 365, proprietary applications, and end‑user devices such as laptops, mobile devices, printers, and AV equipment. The Support Analyst I will manage service requests within established SLAs, escalate complex issues as needed, and collaborate with IT teams to ensure timely resolution. Additional responsibilities include documenting solutions and processes, contributing to the knowledge base, and supporting IT asset management and inventory tracking.
Typical Day
Provide tier 1 technical support to employees on‑site and remotely as a key member of the IT Service Desk
Troubleshoot Windows 11 systems, Microsoft 365 applications, proprietary business software, and end‑user devices
Support teams to meet established service level agreements while resolving service requests and incidents efficiently
Collaborate with other IT teams to escalated and resolve complex issues
Assist with IT asset management, inventory tracking, and documenting IT policies, processes, and workflows
Qualifications
Experience supporting Microsoft‑based desktop environments
Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, etc.)
Understanding of basic networking concepts (DNS, DHCP, connectivity, VPN)
Experience delivering excellent customer service in a help desk or IT support environment
Excellent communication and interpersonal skills; thrives in a team environment
Strong problem‑solving and troubleshooting skills
Ability to thrive in a fast‑paced, evolving IT work environment
Must be at least 18 years of age
Completion of a satisfactory background check and drug screening required
Preferred Qualifications
Associate degree in IT or related field, or equivalent professional experience strongly preferred
Microsoft 365 Certified strongly preferred
Schedule & Location
Full‑time, on‑site position located in Lexington, SC
Monday through Friday, 8:00 AM‑5:00 PM
Occasional evening and weekend work may be required based on job demands
No travel required for this position
Perks
Strong company culture
Casual dress code
Traditional benefits such as health insurance, 401(k) match, employee assistance programs, and generous time‑away program
Town Share program – share in our company's success
Benefits
Competitive Compensation
Health insurance
401(k) and 401(k) match
Generous Time Away Program
Employee Assistance Programs
Employee Relations Events
Employee Recognition Programs
Unlimited Service Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr