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Tier 1 Support Analyst Jobs (NOW HIRING)

I3 Broadband LLC

Tier 1 Support

East Peoria, IL · On-site

$17 - $19/hr

Job Summary: Tier 1 Support Specialists work with customers and staff across all i3 Broadband ... Inquisitive and analytical with a passion for technology. * Delight in providing outstanding ...

I3 Broadband LLC

Tier 1 Support

East Peoria, IL · On-site

$17 - $19/hr

Job Summary: Tier 1 Support Specialists work with customers and staff across all i3 Broadband ... Inquisitive and analytical with a passion for technology. * Delight in providing outstanding ...

Agfa

Customer Support Analyst, Tier 1 Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At Agfa HealthCare, we ...

NetworkElites

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Tier 1 Support Desk Analyst

Carrollton, TX · On-site

$19.75 - $27/hr

We are seeking a proactive and technically skilled Tier 1 Support Desk Analyst to join our IT team. This early career position is responsible for providing first-line technical support and ...

Agfa

Customer Support Analyst , Tier 1

OR · Remote

The Customer Support Analyst, Tier 1 will consult with users to provide remote technical support and services. The Customer Support Analyst, Tier 1 will use a wide variety of systems analysis ...

Agfa

The Customer Support Analyst, Tier 1 will consult with users to provide remote technical support and services. The Customer Support Analyst, Tier 1 will use a wide variety of systems analysis ...

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How much do tier 1 support analyst jobs pay per hour?

As of May 28, 2026, the average hourly pay for tier 1 support analyst in the United States is $31.38, according to ZipRecruiter salary data. Most workers in this role earn between $22.12 and $37.74 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Tier 1 Support Analyst, and why are they important?

To thrive as a Tier 1 Support Analyst, you need strong troubleshooting abilities, basic IT knowledge (often supported by a relevant associate degree or certification), and excellent customer service skills. Familiarity with ticketing systems like Zendesk or ServiceNow and remote desktop support tools is typically required. Clear communication, patience, and problem-solving abilities are essential soft skills for resolving user issues efficiently. These competencies ensure prompt resolution of technical problems, high customer satisfaction, and effective escalation when necessary.

What are some common challenges faced by Tier 1 Support Analysts, and how can they be addressed?

Tier 1 Support Analysts often encounter challenges such as managing high volumes of support requests, dealing with frustrated users, and quickly diagnosing a wide range of technical issues. To address these challenges, it's important to develop strong communication and problem-solving skills, utilize knowledge bases and support documentation effectively, and know when to escalate complex issues to higher-level support teams. Working in a collaborative environment and participating in regular training sessions can also help analysts stay up to date on new technologies and solutions.

What are Tier 1 Support Analysts?

Tier 1 Support Analysts are entry-level professionals who provide the first line of technical support to customers or end users. They handle basic issues like password resets, software installation, and troubleshooting common technical problems. Their primary goal is to resolve simple issues quickly or escalate more complex problems to higher-level support teams. Tier 1 Support Analysts play a crucial role in ensuring customer satisfaction by delivering prompt and effective solutions.

What is a Tier 1 support job description?

A Tier 1 Support Analyst provides initial technical assistance to users by troubleshooting common hardware, software, and network issues. They gather information, resolve basic problems, and escalate more complex issues to higher support levels, often using ticketing systems and remote tools. Strong communication skills and basic technical knowledge are essential for this entry-level role.

What is the difference between Tier 1 Support Analyst vs Help Desk Technician?

AspectTier 1 Support AnalystHelp Desk Technician
CertificationsCompTIA A+, ITIL FoundationCompTIA A+, HDI Support Center Analyst
Work EnvironmentCustomer support, troubleshooting hardware/software issuesHelp desk, remote or on-site support for end-users
Industry UsageIT services, tech companies, corporate supportIT support, service providers, corporate IT

Both roles involve assisting users with technical issues, but Tier 1 Support Analysts often handle more complex troubleshooting and escalate issues as needed. Help Desk Technicians typically focus on initial support and basic problem resolution. The roles are similar in credentials and work environment, with some variation in responsibilities and scope.

More about Tier 1 Support Analyst jobs
What job categories do people searching Tier 1 Support Analyst jobs look for? The top searched job categories for Tier 1 Support Analyst jobs are:
Tier 1 Support Analyst jobs near you
Infographic showing various Tier 1 Support Analyst job openings in the United States as of May 2026, with employment types broken down into 2% Locum Tenens, 11% As Needed, 30% Full Time, 7% Part Time, 48% Contract, and 2% Nights. Highlights an 75% Physical, 20% Hybrid, and 5% Remote job distribution, with an average salary of $65,261 per year, or $31.4 per hour.
Tier 1 Support

Tier 1 Support

I3 Broadband LLC

East Peoria, IL • On-site

$17 - $19/hr

Full-time

Posted 21 days ago

Job description

Job Summary:

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and staff, to answer questions, troubleshoot issues, and keep our customers running with i3 Broadband products and services.

Duties/Responsibilities:
  • Handle customer inquiries promptly and effectively through various communication channels.
  • Maintain up-to-date and accurate customer records.
  • Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service.
  • Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction.
  • Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments.
  • Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support.
  • Escalate issues to Tier 2 as needed to assist in diagnosing network issues. Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.
  • Participate in the on-call rotation as agreed by the Tier One Support team. When on-call, be prepared to address technical issues at all times.
Required Skills/Abilities:
  • Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results.
  • Inquisitive and analytical with a passion for technology.
  • Delight in providing outstanding customer satisfaction.
  • Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor.
  • Must be computer proficient with a basic and diverse understanding of consumer electronics.
  • Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries.
  • Ability to work independently and maintain confidentiality.
  • Ability to handle and prioritize multiple tasks each day.
  • Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand.
  • Must be detail-oriented and work as part of a team.
  • Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule.
  • Willing to train, accept feedback and learn the job according to i3 standards.
Education/Experience:
  • No prior experience is necessary, however, previous customer service or IT-related experience such as IT helpdesk is preferred.
  • High School diploma/GED
  • Must have a clean driving record and the ability to pass a criminal background check.
Physical Requirements:
  • Must be able to sit at a desk for extended periods, working at a computer for up to 8 hours per day.
  • Ability to communicate orally and in writing.
  • Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.
Equal Opportunity:

i3 Broadband is an equal opportunity workplace that respects the diversity of our customer base and our team. We will treat customers, employees, and applicants fairly without regard for gender, race, age, or any other characteristics protected by law. Our employment decisions are made on the basis of qualification, merit, and business need.