IT Service Desk Analyst L1

Your job is to help people. When someone at H&V has an IT problem — they can’t log in, their laptop is acting up, they need access to something — you’re the person they reach out to. How you handle that interaction matters. You listen, you communicate clearly, you follow through, and you don’t disappear on them. When you do this well, people trust IT.

When you don’t, they stop calling and start working around us.

For many employees, you’ll be the only direct interaction they have with IT. That means you’re not just fixing technical problems — you’re shaping how the entire organization experiences IT support. Technical skill matters, but it’s secondary to your ability to connect with people, understand what they actually need, get them back to productive work, and spot ways to make things better.

Key Responsibilities

Customer Partnership & Communication

• You’re the first point of contact for IT requests — via the service management platform, Teams, email, walk-ups, or phone
• You approach every interaction with patience, recognizing that the person reaching out may be frustrated, pressed for time, or not technical
• You listen first to understand the actual problem and its impact before jumping to solutions
• You keep people informed throughout — no one should have to wonder what’s happening with their request
• You follow up to make sure the fix actually worked
• If you need to elevate or hand something off, you make sure the customer knows what to expect and nothing gets dropped
• You log tickets accurately with good documentation — the next person who looks at it should understand what’s going on
• You balance speed with doing things right; not every issue needs to be escalated, but the ones that do shouldn’t sit
• You work your queue and meet the service levels the team commits to
• You know the escalation paths and hand off cleanly when needed

Technical Support (L1 Scope)

You provide first-level support across these areas:

Identity and Access Management

• Password resets, account unlocks, MFA issues including Authenticator app setup and recovery
• Basic Active Directory tasks — verifying accounts, checking group memberships, and provisioning access per documented procedures
• New hire onboarding and departure offboarding — laptop setup, account creation/deactivation, equipment collection

Endpoint & Hardware Support

• Common Windows issues — login failures, slow performance, application crashes
• Laptops, desktops, docking stations, monitors, printers, scanners, and peripherals
• Mobile devices (iOS and Android) — email setup, connectivity, basic troubleshooting
• Deployment of approved applications and licenses
• Outlook, Teams, One Drive, SharePoint — access issues, sync problems, permissions
• Conference room A/V systems

Additional Responsibilities

• VPN, wireless, and wired network connectivity troubleshooting
• Endpoint security — verifying Bit Locker and antivirus status, escalating potential security issues
• IT asset inventory — keeping records accurate, coordinating equipment through its lifecycle, following procedures for decommissioning

Manufacturing Site Support

• Onsite support for shop floor environments — PCs, terminals, barcode scanners, label printers
• Triaging manufacturing application issues (ERP, MES) and routing them to the applications team with clear documentation of what’s happening and why it matters
• You work across shifts in a follow-the-sun model and keep your teammates informed on handoffs
• You share what you learn — contributing to the Knowledge Base instead of keeping solutions in your head
• You’re committed to learning ITSM fundamentals and growing your skills over time
• You serve as eyes and ears for network, security, and infrastructure teams — flagging issues, gathering information, and communicating clearly so problems get…