IT Analyst - Level 1 Support

Avtron Power Solutions, LLC • Cleveland, OH

1d

About The Position

The IT Analyst – Level 1 Support is responsible for providing first-line technical assistance to end users. This role focuses on resolving day-to-day IT issues, responding to support tickets, and ensuring a positive customer experience. The ideal candidate is customer-focused, detail-oriented, and comfortable troubleshooting a wide range of basic hardware, software, and connectivity issues.

Requirements

• 1+ years of experience in a Help Desk, Service Desk, or IT Support role (or equivalent education/training)
• Strong understanding of basic IT concepts and troubleshooting methodologies
• Familiarity with ticketing systems (ServiceNow, Jira,Freshservice, etc.)
• Working knowledge of Windows and/or macOS environments
• Basic understanding of networking concepts (IP, DNS, DHCP, VPN)
• Experience supporting Microsoft 365 or similar productivity tools
• Excellent verbal and written communication skills
• Strong customer service mindset and ability to support non-technical users
• Ability to prioritize tasks and manage multiple tickets simultaneously

Nice To Haves

• Associate’s orBachelor’s degree in Information Technologyor related field
• IT certifications (CompTIA A+, Network+, Microsoft Fundamentals, etc.)
• Experience with Active Directory or Azure AD
• Exposure toendpoint management tools (Intune, SCCM,Jamf, etc.)

Responsibilities

• Serve as the first point of contact for IT support requests via ticketing system, phone, email, or chat
• Diagnose,troubleshoot, andresolvecommon end-user issues related to:
• Windows/macOS operating systems
• Desktop and laptop hardware
• Printers and peripherals
• Microsoft 365 (Outlook, Teams, OneDrive,SharePoint)o
• Basic network connectivity (Wi-Fi, VPN, LAN)
• Escalate unresolved or complex issues to Level 2/3 support following documented procedures
• Document incidents, solutions, and troubleshooting steps clearly in the ticketing system
• Providetimelystatus updates and follow-up communication to users
• Perform user account management tasks (password resets, account provisioning/deprovisioning)
• Assistwith onboarding and offboarding activities (equipment setup, access requests)
• Maintain and deploy end-user devices as needed
• Follow IT policies, security standards, and best practices
• Contribute to knowledge base articles and standard operating procedures
• Support basic asset tracking and inventory management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed