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IT Analyst - Level 1 Support

COMPANY OVERVIEW:

Founded in 1953 Avtron has a long history of manufacturing market leading power test solutions. Now with a global footprint and sales into some of the largest industrial projects, Avtron will continue to push the envelope of what’s possible in the electrical test environment. Avtron Power Solutions manufacture and distribute market leading load bank solutions for mission critical applications. We have the largest portfolio in the industry and can meet the highest load testing standards with our intelligent SIGMA load bank control system.

POSITION SUMMARY:

The IT Analyst – Level 1 Support is responsible for providing first-line technical assistance to end users. This role focuses on resolving day-to-day IT issues, responding to support tickets, and ensuring a positive customer experience. The ideal candidate is customer-focused, detail-oriented, and comfortable troubleshooting a wide range of basic hardware, software, and connectivity issues.

DUTIES AND RESPONSIBILITIES:

Serve as the first point of contact for IT support requests via ticketing system, phone, email, or chat
Diagnose,troubleshoot, andresolvecommon end-user issues related to:

Windows/macOS operating systems
Desktop and laptop hardware
Printers and peripherals
Microsoft 365 (Outlook, Teams, OneDrive,SharePoint)o
Basic network connectivity (Wi-Fi, VPN, LAN)

Escalate unresolved or complex issues to Level 2/3 support following documented procedures
Document incidents, solutions, and troubleshooting steps clearly in the ticketing system
Providetimelystatus updates and follow-up communication to users
Perform user account management tasks (password resets, account provisioning/deprovisioning)
Assistwith onboarding and offboarding activities (equipment setup, access requests)
Maintain and deploy end-user devices as needed

Follow IT policies, security standards, and best practices
Contribute to knowledge base articles and standard operating procedures
Support basic asset tracking and inventory management

MINIMUM QUALIFICATIONS:

1+ years of experience in a Help Desk, Service Desk, or IT Support role (or equivalent education/training)
Strong understanding of basic IT concepts and troubleshooting methodologies
Familiarity with ticketing systems (ServiceNow, Jira,Freshservice, etc.)
Working knowledge of Windows and/or macOS environments
Basic understanding of networking concepts (IP, DNS, DHCP, VPN)
Experience supporting Microsoft 365 or similar productivity tools
Excellent verbal and written communication skills
Strong customer service mindset and ability to support non-technical users
Ability to prioritize tasks and manage multiple tickets simultaneously

Preferred Qualifications: