• Tier 1 Help Desk Analyst

    IBM (University Park, PA)


    Introduction

    A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.

     

    You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

     

    Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

    Your role and responsibilities

    IBM is seeking a customer-focused and technically skilled Tier 1 Help Desk Analyst to provide first-level support for end users experiencing technical issues. This role is critical in ensuring smooth day-to-day operations by resolving basic IT problems, escalating complex issues, and maintaining high levels of customer satisfaction.

     

    * Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system

    * Provide basic troubleshooting for hardware, software, network, and application issues

    * Log and track support requests using a ticketing system, ensuring timely resolution or escalation

    * Escalate unresolved issues to Tier 2 or Tier 3 support teams as needed

    * Assist with password resets, account unlocks, and access requests

    * Follow standard operating procedures and contribute to knowledge base documentation

    * Maintain professionalism and empathy in all user interactions

    * Support onboarding/off boarding processes including account setup and equipment provisioning

     

    This is a hybrid role working onsite in our Rocket Center WV location

    Required technical and professional expertise

    * 1+ year of experience in customer service or help desk role

    * Basic understanding of Windows OS, Microsoft Office Suite, and common enterprise applications

    * Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira)

    * Strong communication, problem-solving skills, attention to detail, and ability to work independently and as a team

    * Must be eligible to obtain Public Trust clearance upon hire

    Preferred technical and professional experience

    * CompTIA A+, ITIL Foundation, or similar certifications.

    * Experience in a federal or government consulting environment.

    * Knowledge of Active Directory, VPNs, and remote desktop tools.

     

    IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.