Purple Drive
Position: L1 Service Desk Analyst
Location:
Raleigh, NC (Onsite)
Core Responsibilities
Initial Point of Contact:
Act as the first point of contact for internal employees needing technical assistance with hardware, software, applications, and network-related issues. Ticket Management:
Log, categorize, prioritize, and track all incoming incidents and service requests in the ITSM/ticketing system. Troubleshooting & Resolution:
Diagnose and resolve common technical issues on first contact by following documented procedures and knowledge base articles. Escalation:
Escalate unresolved or complex issues to L2/L3 support teams, ensuring complete documentation and effective handoff. User Communication:
Provide timely updates to users regarding the progress and resolution of their tickets, ensuring a positive support experience. Knowledge Base Contribution:
Document troubleshooting steps, solutions, and best practices to enhance the IT knowledge base and improve future issue resolution. Typical Qualifications
Technical Knowledge:
Familiarity with operating systems (Windows, macOS), basic networking concepts, and enterprise tools like Microsoft Office 365. Soft Skills:
Strong communication and interpersonal skills, customer-service mindset, and the ability to remain calm under pressure. Problem-Solving:
Strong analytical skills and the ability to resolve issues quickly and effectively. Multitasking:
Capable of managing multiple incidents simultaneously and prioritizing work in a dynamic, fast-paced environment. Ticketing Systems:
Experience with ITSM/ticketing tools such as ServiceNow, JIRA, or similar. Education & Certifications:
Associate's degree in IT, technical certifications (CompTIA A+, ITIL, etc.), or equivalent work experience preferred.
Location:
Raleigh, NC (Onsite)
Core Responsibilities
Initial Point of Contact:
Act as the first point of contact for internal employees needing technical assistance with hardware, software, applications, and network-related issues. Ticket Management:
Log, categorize, prioritize, and track all incoming incidents and service requests in the ITSM/ticketing system. Troubleshooting & Resolution:
Diagnose and resolve common technical issues on first contact by following documented procedures and knowledge base articles. Escalation:
Escalate unresolved or complex issues to L2/L3 support teams, ensuring complete documentation and effective handoff. User Communication:
Provide timely updates to users regarding the progress and resolution of their tickets, ensuring a positive support experience. Knowledge Base Contribution:
Document troubleshooting steps, solutions, and best practices to enhance the IT knowledge base and improve future issue resolution. Typical Qualifications
Technical Knowledge:
Familiarity with operating systems (Windows, macOS), basic networking concepts, and enterprise tools like Microsoft Office 365. Soft Skills:
Strong communication and interpersonal skills, customer-service mindset, and the ability to remain calm under pressure. Problem-Solving:
Strong analytical skills and the ability to resolve issues quickly and effectively. Multitasking:
Capable of managing multiple incidents simultaneously and prioritizing work in a dynamic, fast-paced environment. Ticketing Systems:
Experience with ITSM/ticketing tools such as ServiceNow, JIRA, or similar. Education & Certifications:
Associate's degree in IT, technical certifications (CompTIA A+, ITIL, etc.), or equivalent work experience preferred.