Cynet Systems
Job Description: Pay Range: $17hr - $21hr The IT Service Desk Analyst (Tier 1) provides front-line technical support for desktop and mobile computing devices, software applications, and network systems. This role involves troubleshooting technical issues, resolving customer inquiries, and escalating unresolved problems to appropriate support personnel. The ideal candidate delivers exceptional customer service, demonstrates strong problem-solving skills, and effectively supports clients in a high-volume call center or enterprise IT environment. Responsibilities: Provide Tier 1 support for Microsoft Windows and Office Suite applications. Troubleshoot IT-related issues via phone, web, or remote access. Support iOS devices (iPhone, iPad) and applications. Troubleshoot network and peripheral devices (LAN, Wi-Fi, printers). Create and assign incident tickets and work orders based on priority and complexity. Monitor enterprise systems and respond to alarms or alerts from intelligent monitoring tools. Correlate multiple customer issues to reduce event duplication. Contact on-call support for urgent, after-hours application issues. Document service requests and resolutions within defined timeframes. dhere to IT policies, standards, and procedures for issue resolution and escalation. Provide knowledge transfer and communicate updates to peers and other teams. Promote teamwork and a collaborative support environment. Demonstrate commitment to safety and customer satisfaction. Requirement/Must Have: High school diploma or equivalent. 1+ year experience in IT service desk/help desk operations. Basic knowledge of Microsoft Windows, MS Office Suite, and enterprise networks. bility to troubleshoot computer hardware, software, and peripheral issues. Strong customer service and communication skills. nalytical thinking and the ability to follow structured processes. Willingness to work independently or as part of a team. Commitment to work quality, timeliness, and continuous improvement. bility to follow documented processes and playbooks. Should Have: 1+ year of general customer service experience in retail or call center. Experience with hardware/software installations and repairs. Familiarity with TCP/IP networking and utility domain concepts (preferred) Proficiency in Microsoft Excel and Word. bility to learn quickly and transfer knowledge. Organizational and problem-solving skills. Qualification And Education: Two to four-year degree or IT certifications (preferred). Equivalent IT work experience will be considered.