Helpdesk Analyst I
Core
First-level IT support for employees and contractors via phone, email, and self-service tickets.
Role type
Level 1 Helpdesk Analyst
Builds
IT support services for internal users
Domain
Utilities (Water/Wastewater/Natural Gas)
Deliverable
client delivery
Required skills
Active Directory, Windows 10/11, Office 365, Citrix, Intune, Ticketing tools, Remote Access, BYOD setup, 2-Factor Authentication
Preferred skills
None stated
Technologies
Active Directory, Outlook, OWA, Windows 10, Windows 11, Citrix, Office 365, Intune, Duo, Mersive Solstice, Ivanti, Edge, Chrome, Symantec Encryption, iOS, Android, Workday, Bomgar, Palo Alto Global Protect VPN, SAP, Teams, Excel
Responsibilities
Provide level 1+ IT support for hardware, software, applications, remote access, and user accounts; Answer communications via phone, email, and self-service; Log requests accurately; Setup BYOD mobile devices using MDM; Manage network accounts and password resets; Resolve incidents using documented procedures
Seniority
Entry-level, individual contributor
