Help Desk Analyst - Tier 1 Support

About the Role

Our client is looking for a Tier 1 Help Desk Analyst with a strong focus on customer service to join their IT department. This position is ideal for recent graduates or those changing careers who have a positive attitude and a willingness to assist others, intending to develop a long-term career in Information Technology. The role involves supporting roughly 300 employees across the United States and is essential in providing daily IT assistance.

Key Duties

• Act as the first contact point for IT support queries through phone, in-person visits, and remote access.
• Diagnose and fix common issues involving desktops, laptops, printers, and other peripherals.
• Provide support and guidance for Windows operating systems and Microsoft Office suite.
• Manage setup and support for mobile devices, including iPhones, Android phones, and iPads.
• Log and track support requests utilizing the NinjaOne ticketing system.
• Refer complex problems to senior IT professionals when necessary.
• Maintain a professional and friendly customer service approach in all interactions.
• Continuously update technical knowledge and learn new technologies.

Candidate Profile

• Preferred candidates hold an Associate or Bachelor's degree in Information Technology, Computer Science, or related disciplines, or possess equivalent technical training.
• Encourages applications from recent graduates or individuals transitioning into IT careers.
• Prior customer service experience in fields such as retail, hospitality, or restaurants is highly valued.
• Strong communication and interpersonal abilities are essential.
• Demonstrate a positive mindset, strong work ethic, and eagerness to learn.
• Comfortable collaborating with coworkers and asking questions to clarify issues.
• Basic familiarity with Windows operating systems and Microsoft Office is advantageous.
• Knowledge of Microsoft 365 and help desk ticketing systems is beneficial but not mandatory.
• Candidates shifting into IT careers are preferred if they are currently enrolled in relevant certification or degree programs.

Technology Platforms

• Microsoft Windows environment
• Microsoft 365 suite
• NinjaOne ticketing and endpoint management software
• Mobile device support for iPhone, Android, and iPad
• Microsoft Copilot and Anthropic Claude tools

Working Conditions

• Hybrid work schedule with four days onsite and one remote day weekly.
• Office located on Northside Drive near I-75, south of Cumberland Mall, Atlanta, GA.
• Regular work hours: Monday through Friday, from 8:00 AM to 5:00 PM.

Why Work Here?

This position offers a meaningful opportunity to kickstart or grow your IT career by gaining hands-on experience in a collaborative environment supporting modern Microsoft technologies. The client organization anticipates growth from 300 to over 400 employees within the next year and a half, providing excellent prospects for professional development and career advancement in IT.