IT Support Analyst - Level 1
Core
First point of contact for IT support across a network of stores, offices, and distribution centers, resolving technical issues and providing face-to-face support.
Role type
Level 1 IT Support Analyst
Builds
IT support environment for automotive aftermarket retail and logistics operations
Domain
Retail / Automotive Aftermarket / Logistics
Required skills
Active Directory, networking fundamentals (DNS, DHCP, TCP/IP), retail POS/RF scanner/EFTPOS support, remote access tools (TeamViewer, RDP), MFA/VPN troubleshooting, Windows 10/11, Microsoft 365
Preferred skills
Customer service excellence, problem-solving, proactive attitude
Technologies
ServiceNow, TeamViewer, RDP, Windows 10/11, Microsoft 365
Responsibilities
Answer and resolve Level 1 support calls, emails, and self-service incidents; perform triage and escalate complex issues; log incidents in ServiceNow; provide face-to-face support at the IT Service Bar; contribute to Knowledge Base articles; participate in rotating shifts and on-call rosters.
Seniority
Entry-level, 1+ years experience