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Apptad- Service Desk Analyst Level 1
Apptad- Service Desk Analyst Level 1Apptad Inc • Morrisville, North Carolina, USA
Apptad- Service Desk Analyst Level 1

Apptad- Service Desk Analyst Level 1

Apptad Inc • Morrisville, North Carolina, USA
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  • [job_card.full_time]
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Job Position : Service Desk L1

Location : Morrisville NC (onsite)

Job Description

  • Provide first-level technical support via phone email chat or ticketing tools (Jira / ServiceNow).
  • Troubleshoot Windows 11 issues including login problems performance issues system configuration errors and printer / peripheral support.
  • Manage user accounts in Azure Active Directory including password resets account unlocks license assignments and group membership updates as per SOP.
  • Support Microsoft 365 applications-Outlook Teams OneDrive SharePoint-covering login errors sync issues and basic configuration.
  • Handle MFA (Multi-Factor Authentication) and password reset issues authenticator setup and related access problems.
  • Provide basic VPN support including connectivity troubleshooting user login issues and network checks.
  • Support devices through MDM / Intune including device enrollment compliance alerts and application deployment issues.
  • Log classify prioritize and resolve incidents according to SLAs; escalate to L2 / L3 based on impact and complexity.
  • Maintain clear and professional communication with end users and update tickets with accurate notes.
  • Follow SOPs adhere to security policies and contribute to knowledge base improvements.
  • Knowledge in identifying desktop laptop and printer issues.

Eligibility Knowledge Skills & Experience

  • 1 5 years in a Service Desk or in an IT Support role.
  • Strong knowledge of Windows 10 / 11 O365 Teams Outlook and general end-user troubleshooting.
  • Phone support experience is mandatory.
  • Experience in Technical helpdesk or technical call center support is required.
  • Hands-on experience with Azure AD Intune / MDM MFA and VPN support.
  • Familiarity with ticketing tools like ServiceNow or Jira Service Management.
  • Excellent communication customer service capability and problem-solving skills.
  • Ability to follow processes and work in a structured SLA-driven environment.
  • A proactive mindset with the ability to make a meaningful impact.
  • Customer focused with the eagerness to learn and grow continuously.
  • A competitive spirit with a drive to excel and willing to work in 24 / 7 operational environment.

    • Key Skills

    Cluster,IT,B2C,Key Account,AutoCAD Drafting

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

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    Service Desk Analyst • Morrisville, North Carolina, USA

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