Apptad- Service Desk Analyst Level 1

Job Position : Service Desk L1

Location : Morrisville NC (onsite)

Job Description

• Provide first-level technical support via phone email chat or ticketing tools (Jira / ServiceNow).
• Troubleshoot Windows 11 issues including login problems performance issues system configuration errors and printer/peripheral support.
• Manage user accounts in Azure Active Directory including password resets account unlocks license assignments and group membership updates as per SOP.
• Support Microsoft 365 applications-Outlook Teams OneDrive SharePoint-covering login errors sync issues and basic configuration.
• Handle MFA (Multi-Factor Authentication) and password reset issues authenticator setup and related access problems.
• Provide basic VPN support including connectivity troubleshooting user login issues and network checks.
• Support devices through MDM/Intune including device enrollment compliance alerts and application deployment issues.
• Log classify prioritize and resolve incidents according to SLAs; escalate to L2/L3 based on impact and complexity.
• Maintain clear and professional communication with end users and update tickets with accurate notes.
• Follow SOPs adhere to security policies and contribute to knowledge base improvements.
• Knowledge in identifying desktop laptop and printer issues.

Eligibility Knowledge Skills & Experience

• 1 5 years in a Service Desk or in an IT Support role.
• Strong knowledge of Windows 10/11 O365 Teams Outlook and general end-user troubleshooting.
• Phone support experience is mandatory.
• Experience in Technical helpdesk or technical call center support is required.
• Hands-on experience with Azure AD Intune/MDM MFA and VPN support.
• Familiarity with ticketing tools like ServiceNow or Jira Service Management.
• Excellent communication customer service capability and problem-solving skills.
• Ability to follow processes and work in a structured SLA-driven environment.
• A proactive mindset with the ability to make a meaningful impact.
• Customer focused with the eagerness to learn and grow continuously.
• A competitive spirit with a drive to excel and willing to work in 24/7 operational environment.