IT Support Analyst L1, Enterprise Help Desk
Overview
You own first-contact support for Windows, Mac OSX, Office 365, and Active Directory across Versant Media's enterprise. You'll resolve break-fix issues and fulfill requests via phone, chat, and in-person at the TechBar. You'll work alongside a collaborative IT team, escalating complex issues while keeping ownership. This role stands out for its blend of onsite presence and flexible scheduling, including weekends and holidays.
What You'll Do9
- 1Resolve Windows and Mac OSX break-fix issues at first contact via phone, chat, and in-person at the TechBar.
- 2Fulfill or triage employee requests for Office 365, Active Directory, and mobile device management.
- 3Deliver exceptional customer service by putting the customer first and acting in the interest of all users.
- 4Meet team targets for SLA adherence and first-call resolution.
- 5Document all support interactions and maintain ownership of tickets until closure.
- 6Escalate complex issues to L2/L3 teams with clear context and follow-up communication.
- 7Support ITIL fundamentals by following incident and request management processes.
- 8Maintain a flexible schedule covering later shifts, weekends, and holidays as needed.
- 9Travel to other Versant locations when required for onsite support.
Requirements8
- 11+ years of IT support experience in a help desk or desktop support role.
- 2Hands-on experience with Windows 10/11 and macOS in an enterprise environment.
- 3Working knowledge of Office 365 administration and troubleshooting.
- 4Familiarity with Active Directory user/group management and password resets.
- 5Experience with mobile device management (e.g., Intune, Jamf) is a plus.
- 6Awareness of ITIL incident and request management practices.
- 7Ability to work onsite 5 days per week (Friday–Tuesday) and flexible for evening/weekend shifts.
- 8Reliable home workspace with quiet area and strong internet for remote support when needed.
Salary Insight
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