Senior Service Desk Analyst (L1) – Job Summary The Senior Service Desk Analyst (L1) is the first point of contact for IT support, delivering top-tier customer service across multiple accounts. Responsibilities include handling calls, chats, and tickets; resolving tier 1 issues using knowledge bases and personal expertise; and escalating complex issues to higher-level support. The role covers desktop support, applications, hardware, networking, and telecom systems. Key Responsibilities Manage and assign tickets for Auxis clients Troubleshoot and resolve user issues or escalate as needed Maintain detailed documentation and follow up with users Improve processes and update knowledge base content Use IT tools for service, incident, and infrastructure management Comply with operational and security standards Requirements 2–4 years in technical support; ITIL knowledge preferred Skilled in Active Directory, network printers, and Windows environments Strong customer service and ticket management experience High school diploma required; IT degree or coursework preferred Skills & Attributes Bilingual (English/Spanish) with strong communication skills Results-driven, ethical, adaptable, and analytical Committed to learning and collaboration Preferred Certifications ITIL, Cisco CCNA, Microsoft 365, CompTIA A+ #J-18808-Ljbffr