Level 1 Service Desk Analyst
Future Opportunity — Not Currently Hiring
Position Overview
NOCDOC is seeking a customer-focused Level 1 Service Desk Analyst to join our 24×7 Service Desk team. This role serves as the first point of contact for end users, providing exceptional technical support while resolving common IT issues and delivering an outstanding customer experience.
As a Level 1 Service Desk Analyst, you will support users through multiple communication channels—including phone, email, chat, and web portal—by troubleshooting hardware, software, Microsoft 365, and endpoint issues. You will document incidents, resolve issues whenever possible, and escalate more complex requests to Level 2 Service Desk Engineers when appropriate.
The ideal candidate is passionate about technology, enjoys helping people, communicates effectively, and thrives in a fast-paced, customer-focused environment. This position offers an excellent opportunity to build a strong foundation in IT support while working alongside experienced technical professionals and developing the skills required for more advanced engineering roles.
This position may be performed remotely or from our office facilities. Candidates must be comfortable supporting a 24×7 operational environment, including scheduled evening, overnight, weekend, and holiday shifts as required.
Key Responsibilities
- Answer incoming phone calls, chats, and portal requests as the first point of contact for end-user technical support
- Take ownership of assigned tickets from creation through resolution, ensuring accurate documentation and timely completion within SLA
- Troubleshoot and resolve common hardware, software, workstation, Microsoft 365, and peripheral issues
- Install, configure, and support desktop operating systems, productivity software, endpoint devices, and approved business applications
- Perform basic Active Directory and Microsoft Entra ID user administration, including password resets, account unlocks, and group membership changes
- Document all incidents, requests, troubleshooting activities, and resolutions within the ticket management system
- Prioritize and manage incidents in accordance with Service Level Agreements (SLAs)
- Escalate complex technical issues to Level 2 Service Desk Engineers with complete and accurate documentation
- Follow established Standard Operating Procedures (SOPs) and knowledge base articles when resolving incidents
- Provide excellent customer service while maintaining clear and professional communication throughout the support process
- Collaborate with team members to ensure timely resolution of customer issues
- Contribute to the improvement of documentation, knowledge base articles, and operational processes
- Identify recurring support issues and opportunities for process improvement or automation, escalating recommendations to engineering or automation teams when appropriate
- Maintain awareness of new technologies, products, and support procedures through ongoing learning and training
Required Qualifications
- Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant work experience
- Minimum of 1 year of experience in IT support, Service Desk, Help Desk, or customer technical support
- Demonstrated commitment to delivering exceptional customer service
- Basic understanding of Windows desktop operating systems, Microsoft Office, and Microsoft 365
- Experience troubleshooting desktop hardware, printers, peripherals, and common software issues
- Familiarity with ticket management or IT service management (ITSM) systems
- Basic understanding of Active Directory and Microsoft Entra ID user administration
- Basic understanding of cybersecurity best practices and the Center for Internet Security (CIS) Controls as they relate to secure endpoint administration and user support
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent verbal and written communication skills
- Strong organizational skills and attention to detail
- Ability to prioritize work in a fast-paced environment while meeting SLA commitments
Preferred Qualifications
- Experience supporting Microsoft 365 applications and services
- Experience working within a Managed Service Provider (MSP) or enterprise Service Desk
- Experience supporting Active Directory and Microsoft Entra ID environments
- Familiarity with remote support and endpoint management tools
- Experience supporting mobile devices and endpoint technologies
- Familiarity with ITIL-based incident, request, and change management processes
- Familiarity with the CIS Controls and operational security best practices
- CompTIA A+
- CompTIA IT Fundamentals (ITF+)
- CompTIA Network+
- ITIL 4 Foundation
- Microsoft 365 Certified: Fundamentals (MS-900)
- Microsoft Certified: Azure Fundamentals (AZ-900)
Technical Skills
End-User Support
- Windows desktop support
- Microsoft Office
- Microsoft 365
- Active Directory
- Microsoft Entra ID
- Hardware troubleshooting
- Software installation
- Peripheral support
- Printer support
- Basic mobile device support
Service Desk Operations
- Incident management
- Ticket management systems
- Customer service
- SLA management
- Documentation
- Knowledge base usage
- Remote support tools
Professional Skills
- Communication
- Problem solving
- Time management
- Organization
- Team collaboration
- Attention to detail
- Customer-focused mindset
Career Growth Opportunity
This role is an excellent entry point into IT operations and provides a defined career path toward Level 2 Service Desk Engineer, Level 2 Onboarding Engineer, Level 2 Field Engineer, Level 2 NOC Engineer, Security Operations, Systems Administration, Automation / Integration Engineering, or Infrastructure Engineering as technical knowledge and experience grow.
This role provides an opportunity to grow into advanced automation engineering, platform engineering, solution architecture, DevOps, or technical leadership positions as technical skills and organizational needs evolve.
Team members gain hands-on experience supporting enterprise Microsoft technologies, endpoint management, cloud services, IT operations, and managed services while working alongside experienced technical professionals across multiple disciplines.
Schedule
- Scheduled day, evening, and overnight shifts
- Weekend and holiday coverage
- Occasional overtime based on business needs
Benefits
About NOCDOC
NOCDOC is a U.S.-based technology operations company with more than 35 years of experience delivering Security Operations Center (SOC), Network Operations Center (NOC), Service Desk, Network Engineering, Automation, and Managed Security Services.
Supporting organizations across North America and internationally, NOCDOC delivers responsive, customer-focused technology operations that help businesses improve reliability, security, and operational efficiency.
At NOCDOC, we invest in our people through continuous learning, mentorship, and career development, providing opportunities to grow into advanced engineering, automation, architecture, and technical leadership roles.