L1 Analyst

Job Description

Position Summary

Our client is hiring an L1 Systems Analyst to serve as the friendly, reliable first point of contact for IT support. This role is ideal for someone with strong customer service experience who enjoys helping people, solving problems, and learning new systems. Prior IT experience is helpful, but not required. The team is willing to train the right person with the right attitude.

You’ll start fully onsite in Windsor, WI, with a planned transition to a hybrid schedule (3 days in office per week) after training and ramp-up.

Key Responsibilities

• Serve as the first point of contact for IT support via phone and ticketing system
• Deliver excellent customer service while assisting users with technical issues
• Create, update, and manage support tickets with detailed notes
• Troubleshoot basic hardware, software, and access issues (training provided)
• Escalate issues appropriately to L2/L3 teams when needed
• Communicate clearly, professionally, and with urgency
• Follow up with users to ensure issues are resolved and expectations are met
• Continuously learn enterprise systems and support tools

Required Qualifications

• Strong customer service or call center experience (retail, hospitality, healthcare, support desk, etc.)
• Comfort speaking with users by phone and written communication
• Ability to stay organized, calm, and courteous in a fast-paced environment
• Willingness to learn IT systems and ask questions
• Reliable, punctual, and accountable

IT experience is a plus, not a requirement. Training is provided.

Schedule & Pay

• Pay: $20–$21/hour
• Training Hours: Monday–Friday, 8:00 AM–5:00 PM
• Post-Training Schedule: 10:00 AM–7:00 PM
• Location: Windsor, WI
• Work Model: Onsite initially, transitioning to hybrid (3 days onsite)

Why This Role Matters

This role sets the tone for the entire IT experience. Your ability to listen, communicate clearly, and guide users through issues directly impacts productivity and trust across the organization. Great service here keeps everything else moving.