Service Desk Analyst L1

The Service Desk Analyst (L1) acts as the first point of contact for users reaching out to the IT Service Desk, delivering a high level of customer service. In this senior-level role, the analyst supports multiple accounts, applying experience and technical knowledge to handle a variety of requests.

Key responsibilities include responding to incoming calls, chats, and tickets in a timely manner, accurately documenting all interactions in the ticketing system, and using the knowledge base along with foundational technical skills to resolve Tier 1 issues. When needed, the analyst escalates more complex or unresolved issues to Tier 2 or Tier 3 support teams.

The role supports a broad range of areas, including applications, hardware, network, and telecommunications systems, while also providing essential desktop support services.

• Manage and prioritize the Incident and Request queue for Auxis clients, ensuring tickets are properly logged, categorized, assigned, documented, and resolved in line with Incident, Request, Problem, and Knowledge Management processes
• Serve as the first point of contact for users, providing Tier 1 technical support via phone, chat, and email, and guiding them through troubleshooting steps
• Communicate clearly with users on issue status and resolution, performing follow-ups to ensure satisfaction and proper case closure
• Escalate complex or unresolved issues to higher support tiers in accordance with established procedures
• Provide basic functional support for supported tools and systems, including Point of Sale (POS) systems when applicable
• Maintain accurate and detailed records in service management tools, ensuring full accountability for ticket lifecycle management
• Deliver high-quality customer service while meeting or exceeding defined Service Level Agreements (SLAs)
• Identify and recommend improvements to processes, procedures, and documentation based on operational experience
• Create and update Knowledge Base articles to ensure accuracy and alignment with Service Desk standards
• Maintain up-to-date knowledge of supported products, services, and internal processes to provide accurate solutions
• Ensure compliance with Auxis operational processes, security policies, and regulatory requirements
• Utilize service management tools for Incident, Request, Problem, Change, and Configuration Management, as well as monitoring tools for supported systems
• Participate in required operational and project-related meetings
• Adhere to assigned schedules based on client and business needs
• Perform additional duties as assigned by the Service Support Team Lead or designated leadership

• Experience 

  • 1+ year of technical support experience with a solid understanding of IT support best practices and frameworks (e.g., ITIL)
  • Knowledge of Active Directory, network printers, and Windows environments, including shared drives
  • Proven ability to manage tickets efficiently while delivering high-quality customer support

  Technical Knowledge

  • Hardware Support: Basic diagnostics and troubleshooting for laptops, peripherals, and mobile devices
  • Networking Fundamentals: Understanding of DNS, DHCP, VPN, Wi-Fi, and general connectivity troubleshooting
  • Remote Support Tools: Familiarity with tools such as RDP, TeamViewer, or AnyDesk
  • Cybersecurity Awareness: Knowledge of credential handling, phishing prevention, and endpoint protection basics

  Education

  • High school diploma required
  • Currently pursuing or holding a degree in Computer Science, Engineering, IT, or related field (nice to have)

  Language Skills

  • Proficiency in English and Spanish (spoken and written) at B2+ level or higher (required)

Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the pulse of our organization.