L1 Help Desk Analyst
At a glance
Mid-level IT Support & Helpdesk role at RTS. Remote, United States · full-time · no salary stated · we estimate $72,500–$112,500 across the United States.
RTS has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Take incoming help requests by phone, email, chat and tickets, then troubleshoot user hardware, software, access and connection problems
- Support Windows, macOS, Microsoft 365, Active Directory, VPN access and common business applications
- Record and prioritize incidents in ITSM tools, track them against service targets, and pass harder cases to Tier II or Infrastructure
- Set up accounts, devices and software for users, including onboarding and offboarding; document fixes and keep users updated
What you bring
- You bring one to three years in help desk, technical support or enterprise customer support
- You know Windows, Microsoft 365, Active Directory and core desktop support practices
- You can troubleshoot methodically, communicate clearly, manage competing requests and escalate issues when needed
Who this fits
This role suits a mid-level support analyst who enjoys direct user troubleshooting across remote and on-site work environments. The position is remote and based in Texas.
From the employer
L1 Help Desk Analyst
Position Title: L1 Help Desk Analyst
Reporting To: Service Desk Manager
Position Summary
The L1 Help Desk Analyst provides first-level technical support for PAM Health end users across hardware, software, network, and cloud-based environments. This role serves as the initial point of contact for IT-related issues and service requests, delivering timely troubleshooting, issue resolution, and customer support while ensuring alignment with established service level agreements (SLAs). The position supports both on-site and remote workforce environments and works closely with Tier II and Infrastructure teams to escalate and resolve more complex technical issues. The L1 Help Desk Analyst contributes to operational efficiency through accurate ticket documentation, strong customer service, and adherence to IT support processes and standards.
Key Responsibilities
- Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems
- Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues
- Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications
- Log, prioritize, and manage incidents and service requests within ITSM systems while maintaining SLA compliance
- Escalate unresolved or complex technical issues to Tier II or Infrastructure teams with appropriate documentation and troubleshooting details
- Assist with user account provisioning, password resets, software installations, and endpoint setup activities
- Support remote and hybrid workforce environments utilizing remote support and endpoint management tools
- Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing platform
- Communicate professionally with end users regarding issue status, expected timelines, and resolution updates
- Follow established IT policies, procedures, and security standards while supporting end-user technology needs
- Assist with onboarding and offboarding support activities, including device preparation and account setup
- Contribute to knowledge base documentation and continuous improvement initiatives within the Help Desk function
- Other duties as assigned
Qualifications
- Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered
- 1–3 years of Help Desk, Technical Support, or customer support experience in an enterprise environment preferred
- Basic knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices
- Familiarity with networking fundamentals including VPN, DNS, DHCP, and wireless connectivity troubleshooting preferred
- Experience utilizing ticketing systems or ITSM platforms such as ServiceNow, NinjaOne, or similar tools preferred
- Strong customer service, communication, and interpersonal skills
- Ability to troubleshoot technical issues methodically and escalate appropriately when needed
- Ability to manage multiple priorities in a fast-paced support environment
- Exposure to remote support tools, endpoint management platforms, or cloud-based environments preferred
- CompTIA A+ or related entry-level IT certification preferred
- Alignment with RTS Core Values
IT Support & Helpdesk work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
IT Support & HelpdeskRemote
Find me workBy the team behind remoteroles.