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Prophecy Technologies

L1 Support Analyst

Malvern, PA · On-site

$20 - $27.50/hr

Job Summary We are seeking a dedicated Service Desk / L1 Support Analyst to act as the single point of contact (SPOC) for end-user support. The role involves providing end-to-end ownership of user ...

Sagarsoft

Production Support L1/L2

Dallas, TX

$41.75 - $54.50/hr

We are looking for L1/L2 Support Analysts with experience in the Utilities technology landscape, specifically supporting systems such as ADMS (Advanced Distribution Management System), OMS (Outage ...

Envision Financial Systems, Inc

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System Administrator (L1/L2 Support)

Costa Mesa, CA · On-site

$75K - $85K/yr

Level 1 (L1) Responsibilities: * Provide first-line technical support to users via phone, email, or ... Monitor system performance, analyze logs, and implement corrective actions proactively. * Configure ...

Collabera

Helpdesk Analyst L1

Cary, NC

$19 - $26/hr

Staffing Industry Analysts' "Best Staffing Firms to Work For" recognition 4 years in a row Exceptional communication and customer handling skills Experience working with ticketing system. Strong ...

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L1 Analyst information

What are the key skills and qualifications needed to thrive as an L1 Analyst, and why are they important?

To thrive as an L1 Analyst, you need a foundational understanding of cybersecurity concepts, basic networking, and troubleshooting skills, often supported by a degree in IT or relevant certifications like CompTIA Security+. Familiarity with security information and event management (SIEM) tools, ticketing systems, and incident response protocols is typically required. Strong attention to detail, effective communication, and a proactive approach to problem-solving are essential soft skills in this role. These skills enable an L1 Analyst to efficiently identify, escalate, and document security incidents, ensuring organizational protection and timely response.

What does a typical workday look like for an L1 Analyst in a Security Operations Center (SOC)?

As an L1 Analyst in a Security Operations Center, your day typically involves monitoring security alerts, investigating potential threats, and escalating incidents to higher-level analysts when needed. You’ll use various security tools and dashboards to analyze data for signs of suspicious activity. Collaboration with your team is essential, as you’ll often discuss findings during daily briefings and assist with incident documentation. The role is fast-paced and requires strong attention to detail, as you are the first line of defense in identifying and responding to security events.

What are L1 Analysts?

L1 Analysts, or Level 1 Analysts, are entry-level professionals typically found in IT support or cybersecurity teams. Their primary responsibility is to monitor systems, triage alerts, and handle basic incidents or issues according to established procedures. They serve as the first line of defense, escalating more complex problems to higher-level analysts. L1 Analysts play a crucial role in maintaining system security and uptime by promptly responding to and documenting incidents.
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L1 Support Analyst

Prophecy Technologies

Malvern, PA • On-site

$20 - $27.50/hr

Full-time

Posted 22 days ago

Job description

Job Summary
We are seeking a dedicated Service Desk / L1 Support Analyst to act as the single point of contact (SPOC) for end-user support. The role involves providing end-to-end ownership of user calls, incidents, and service requests, ensuring timely resolution and effective communication with stakeholders. The candidate must be available to support calls starting 7:00 AM ET onwards and work 5 days onsite at the client location.
Location
Malvern, PA
(Local candidates Only )
Experience
3-6 Years of experience in Service Desk / L1 Support or IT Support roles
Hands-on experience in ITSM environments
Key Responsibilities
  • Act as the Single Point of Contact (SPOC) for all user calls, incidents, and service requests
  • Log, track, manage, and resolve incidents and service requests using ServiceNow
  • Provide Level 1 call support starting from 7:00 AM ET onwards
  • Support Windows 11 upgrade-related calls
  • Fulfill assigned service requests and work items
  • Communicate incident status, progress updates, and workarounds to relevant stakeholders
  • Support incident management and service request fulfillment for all end-user devices including desktops, laptops, mobile devices, and other form factors
  • Provide self-service support for common service desk requests
  • Handle request fulfillment via ServiceNow for Endpoint Services and Mobility Services (e.g., internet trusted sites, VDI-related tasks)
  • Participate in and support Major Incident calls for Workplace Services

Required Skills & Experience
  • Strong experience in Service Desk / L1 Support
  • Hands-on experience with ServiceNow (ITSM)
  • Experience supporting Windows OS (Windows 10/11)
  • Knowledge of endpoint devices: desktops, laptops, mobile devices
  • Strong incident management and request fulfillment experience
  • Ability to handle high-volume user calls and multitasking
  • Excellent verbal and written communication skills

Competencies
  • Customer service orientation
  • Incident ownership and accountability
  • Strong troubleshooting and problem-solving skills
  • Ability to work in fast-paced, onsite support environments
  • Effective stakeholder communication

Preferred Skills
  • Experience supporting enterprise environments
  • Exposure to VDI environments and mobility services
  • Experience in Workplace Services or Endpoint Support teams
  • ITIL knowledge or certification

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