TekWissen ® · 21 hours ago
Helpdesk Analyst -L-1
United States
Full-time
Remote
Mid Level
$18/hr - $19/hr
3+ years expTekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to clients worldwide. They are seeking a Helpdesk Analyst -L-1 to serve as the first point of contact for IT-related inquiries, conducting Tier 1 troubleshooting, and providing exceptional customer service to end users.
Information Technology
Responsibilities
Serve as the first point of contact for all IT-related inquiries and issues, providing exceptional customer service
Conduct Tier 1 troubleshooting and diagnostics on commonly used applications, hardware, operating systems, network connectivity, and other equipment
Respond to user interactions via phone, collaboration tools, email or ticketing system while ensuring timely resolution
Maintain accurate records of support requests by documenting detailed descriptions of reported issues, resolutions provided, and troubleshooting steps taken
Operate within the established Information Technology Infrastructure Library (ITIL) service support and service delivery framework to ensure alignment with best practices
Escalate complex technical issues to Tier 2 support or relevant IT (Information Technology) teams for further investigation and resolution while closely monitoring these escalations through to completion
Collaborate with team members on continuous improvement initiatives that enhance overall efficiency in resolving user-reported issues
Keep up-to-date knowledge of industry trends related to technology advancements by participating in training sessions or self-learning activities
Qualification
Required
Effective communication skills (both written and verbal) with an emphasis on clarity when explaining technical concepts to non-experts
Strong customer service and interpersonal skill
Outstanding problem-solving abilities coupled with strong analytical thinking skills
Attention to detail when documenting information accurately
Familiarity with common business applications such as Microsoft Office Suite (Word, Excel), email clients (Outlook), collaboration tools (Microsoft Teams/Webex)
Knowledge of Windows/Mac operating systems
Basic understanding of networking concepts such as IP addressing/subnetting/DNS/DHCP
3+ years of relevant work experience preferably in a helpdesk or technical support role
Bachelor's degree
Preferred
Relevant certifications such as ITIL, CHDA, Comp TIA A+, Network+, Security+ are advantageous
Company
TekWissen ®
Welcome TekWissen, your premier partner in technology consulting, workforce solutions, payroll services, procurement, managed services, global capability centers, and venture capital support, specifically tailored for startups in the human capital sector.
1001-5000 employees
H1B Sponsorship
TekWissen ® has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (18)
2023 (11)
2022 (9)
2021 (16)
2020 (17)
Funding
Current Stage
Late StageLeadership Team
Rajanish Pandey
Client Partnership Manager
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