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Level 1 Service Desk Analyst

Location: Cedar Knolls NJ

Full Time - Onsite – Opportunity for Hybrid

Safari Solutions is a leading provider of IT solutions, helping businesses improve productivity, security, and operational efficiency. Through a recent merger with Clair Global-an industry leader in audio, video, and IT solutions-Safari Solutions has expanded its reach and capabilities to offer even more advanced and integrated technology solutions to clients across various industries.

About the Role

We are seeking a motivated, customer-focused Level I Help Desk Systems Analyst to join our Service Desk team. This role is the first point of contact for clients, responsible for delivering fast, professional IT support across a wide range of technologies.

In a Managed Service Provider (MSP) environment, you will support multiple clients and systems simultaneously, gaining exposure to networking, cloud platforms, VoIP, UCaas, and end-user support in a fast-paced, high-growth environment.

This position is ideal for someone early in their IT career who is eager to learn, grow into Tier 2/3 roles, and deliver an exceptional client experience.

Responsibilities:

Client Support & Ticket Management

• Serve as the first line of support for client issues via phone, email, and ticketing systems
• Perform initial triage and assessment of any client reported issues.
• Receive, document, prioritize, and resolve service tickets in a timely manner
• Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity
• Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation
• Maintain ownership of tickets to full resolution and client satisfaction

Technical Support

• Provide remote support for:
  • Windows & macOS workstations
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Printers, peripherals, and mobile devices
• Perform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity)
• Assist with user onboarding/offboarding, password resets, and permissions
• Support VoIP / UCaaS phone system issues when needed

MSP Operations & Documentation

• Accurately document all work, time, and resolutions in the PSA/ticketing system
• Follow established SOPs, escalation paths, and service standards
• Assist in maintaining client documentation and knowledge base articles
• Use RMM tools to monitor systems and assist in proactive issue resolution

Collaboration & Growth

• Work closely with internal teams, vendors, and escalation engineers
• Assist with project prep, deployments, and system rollouts
• Identify recurring issues and communicate trends to leadership
• Continuously expand technical knowledge and skillset
• Enter on-call rotation and contribute as the primary, dedicated technician during each shift

What Makes This a Tier 1 Role

• Focus on high-volume, low-to-moderate complexity issues
• Acts as the front line / first response for all client support
• Uses documented processes, playbooks, and knowledge bases
• Escalates advanced troubleshooting to Tier 2

What You Bring

Experience

• 0–3 years in an IT support or help desk role (MSP experience preferred)
• Experience supporting multiple clients or environments is a strong plus

Technical Skills (Baseline)

• Strong understanding of:
  • Windows OS & desktop support
  • Microsoft 365 ecosystem
  • Basic networking (TCP/IP, DNS, DHCP, VLANs)
• Familiarity with:
  • Active Directory / user management
  • Remote support tools and VPNs
  • Ticketing systems (Autotask, ConnectWise, etc.)
• Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plus

Soft Skills (Critical)

• Excellent customer service
• Strong Written and Verbal communication skills
• Strong problem-solving and troubleshooting mindset
• Ability to multi-task and prioritize in a fast-paced MSP environment
• High attention to detail in documentation
• Positive, team-oriented attitude

Preferred (Not Required)

• CompTIA A+, Network+, CCNA, or similar certifications
• 2 or 4 year degree in Computer Science or related field.
• Microsoft certifications (MS-900, AZ-900, etc.)
• Experience with RMM tools (Datto, Kaseya, Ninja, etc.)
• Exposure to Azure / cloud environments

Why Join Safari Solutions?

• Lead and grow a talented team in a fast-paced, technical environment.
• Work with cutting-edge IT solutions and diverse client environments.
• Be part of a collaborative team that values problem-solving and innovation.
• Opportunity for hybrid work flexibility once established in the role.

If you are a technically skilled person who thrives in a hands-on role and enjoys working with complex IT issues, we'd love to hear from you.

Why This Role is Different (MSP Environment)

• Work across many clients, not just one company's systems
• Gain rapid exposure to networks, cloud, phone systems, and security
• Develop skills faster than traditional internal IT roles
• Clear growth path to Tier 2 → Tier 3 → Engineering roles

What Success Looks Like

• High ticket resolution rate at Tier 1
• Strong customer satisfaction and communication
• Clean, thorough documentation
• Ability to resolve issues independently and escalate appropriately
• Continuous technical growth