IT Helpdesk Analyst- Tier 1

$50,000 - $60,000/Yr

Cogent Analytics - - Peachtree City, GA

Full-time - Entry Level

Peachtree City, GA

Administrative and Support Services

About the position

The IT Helpdesk Analyst - Tier 1 position is a full-time role focused on providing first-level IT support and troubleshooting for a Managed Services Provider (MSP) catering to small and midsized businesses. The analyst will assist with new IT installations, setups, and ongoing support, ensuring customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Perform IT setup, configuration, and installations for new systems, hardware, and software at customer sites.
• Provide first-level troubleshooting and issue resolution for installation-related problems and ongoing fixes.
• Address helpdesk tickets related to system setups and repair issues.
• Ensure all work is completed according to technical and customer service standards.
• Maintain a professional, patient, and courteous demeanor with clients, ensuring customer satisfaction.
• Document all installations, issues, and solutions in our helpdesk system.
• Perform on-site support visits within a 30-mile radius as required.

Requirements

• Experience with IT hardware/software setup, configuration, and installations.
• Excellent verbal and written communication skills.
• Strong customer service skills with a patient and positive attitude.
• Ability to multi-task and work in a fast-paced environment.
• Valid driver's license, reliable vehicle, and active insurance required.
• Willingness to travel to customer site.

Nice-to-haves

• Previous experience in a helpdesk or IT support role.
• Familiarity with ticketing systems and remote troubleshooting tools.
• Microsoft (Office) 365 knowledge.
• Experience with Ubiquiti Unifi hardware/software.
• Knowledge of network cabling standards (Category 5/6/7 structured cabling, TIA 568 A/B, Fiber).