L1 Help Desk Analyst

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 w