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Support Analyst - Tier 1

Mckinney, TX · Hybrid

Support Analyst Tier 1 Department: Information Technology Reports To: IT Service Desk Manager / Director of IT Services FLSA Status: Non-Exempt Position Summary The Support Analyst Tier 1 provides ...

VC5 Consulting

Tier 1 Support Specialist

Houston, TX · On-site

This role focuses on providing tier 1-1.5 support within a Microsoft environment, emphasizing the use of Meraki and Active Directory. You will collaborate with a team of 13 in a solutions center ...

Axiom

Tier 1 Support Technician

$22 - $30.25/hr

Position Summary The Tier 1 IT Support Technician will primarily be responsible for preparing, deploying, and installing desktop and laptop workstations for our managed services clients. This role ...

Global Enterprise Services, LLC

GSOC Tier 1 Analyst

MD · On-site

$60K - $75K/yr

Tier 1 Support is "Mission Essential", 24x7 support * Operates in the Government Security ... Support Trend Analysis * Maintain a Master Station Log (MSL) (007) of all actions performed on ...

DCR Profit Control Systems

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Tier 1 Support Desk Technician

Nashville, TN · On-site

$18 - $25/hr

Tier 1 Support Desk Technician DCR is seeking a customer-focused Tier 1 Service Desk Specialist to join our support team. As the primary point of contact for incoming technical support calls, you ...

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

As of Aug 3, 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 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 jobs in the US pay 300,000 a year?

For a Tier 1 Support Analyst, earning $300,000 annually is uncommon, as this role typically offers lower compensation. High-paying jobs in the US that reach or exceed this level generally include executive positions, specialized medical professionals, investment bankers, and senior technology roles such as software engineers or data scientists with extensive experience and advanced skills. Achieving such salaries often requires significant experience, certifications, and working in high-demand industries or leadership positions.

What is Tier 1 2 and 3 technical support?

Tier 1 support analysts handle basic customer issues, such as password resets and troubleshooting common problems, often using help desk software. Tier 2 support involves more complex technical issues requiring deeper knowledge, while Tier 3 support addresses advanced problems typically handled by specialized engineers or developers. Support levels are part of a structured escalation process to ensure efficient resolution of technical issues.

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.

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 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 specialist job description?

A Tier 1 Support Analyst provides initial technical assistance to users by troubleshooting common hardware, software, and network issues. They handle customer inquiries via phone, email, or chat, document issues, and escalate complex problems to higher support levels when necessary. Strong communication skills and familiarity with support tools like ticketing systems are essential for this role.

What tech jobs pay 400,000 a year?

For a Tier 1 Support Analyst, earning $400,000 annually is uncommon, as entry-level support roles typically have lower salaries. High-paying tech roles such as software engineers, data scientists, and senior IT executives often reach or exceed this level with extensive experience, advanced skills, and sometimes in leadership or specialized fields. Achieving such compensation usually requires advanced certifications, a strong track record, and working in high-demand industries or companies.
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 July 2026, with employment types broken down into 1% As Needed, 71% Full Time, 20% Part Time, and 8% Contract. Highlights an 93% Physical, 1% Hybrid, and 6% Remote job distribution, with an average salary of $65,261 per year, or $31.4 per hour.

Tier 1 Support Analyst

Willow Bridge Property Company

Dallas, TX

Full-time

Medical, Dental, Vision, Retirement

Posted 12 days ago

Willow Bridge Property Company rating

7.6

Company rating: 7.6 out of 10

Based on 57 frontline employees who took The Breakroom Quiz

95th of 201 rated real estate companies

Job description

Overview

Founded in 1965 by Mack Pogue as Lincoln Property Company, Willow Bridge Property Company is one of the United States’ most respected full-service residential property companies, operating a successful portfolio in 75 markets. Headquartered in Dallas, Texas, Willow Bridge proudly employs over 5,500 team members, has built over 200,000 apartments and manages 220,000 units for its clients. To learn more, visit willowbridgepc.com.

We create places people want to call home — starting with you.
 

With decades of proven success, Willow Bridge is a national leader in residential property management and development, active in 29 states and managing more than 230,000 apartment homes across the U.S.

At Willow Bridge, our purpose drives everything we do.  Whether you’re launching your career or looking to take the next step, we’re here to support your growth with intention, flexibility, and real opportunities to make an impact.

We’re currently hiring for a Tier 1 Support Analyst — someone who brings fresh thinking, follows through, and knows how to bring people together to get results.  We value people who lead by listening, communicate with clarity, and take initiative to find better ways forward.  If you're someone who believes in showing up with integrity, working collaboratively, and driving positive change, you’ll feel right at home here.

Let’s grow together at Willow Bridge.


Responsibilities

Tier 1 Support Analyst will support a national footprint of property managers (clients), responding to incoming client questions and requests regarding Willow Bridge Property Company’s Property Management systems, including Yardi 7s, Rent Café/CRM, Payscan, Yardi 6, OneSite, and Entrata. We need a subject matter expert to serve as our in-house IT Analyst in a long-term position. The responsibility of this role will maintain all aspects of the customer relationship, assisting clients in various technical issues and customer service via phone / emails and Helpdesk Tickets.


Essential Day-to-Day Responsibilities:


Primary role will be setting up new users in different applications, create email accounts, reset password and work with Willow Bridge’s property personnel to assist them with questions or problems they have with Willow Bridge's Property Management Systems including Yardi 7s, Rent Café/CRM, Payscan, Yardi 6, OneSite, First Advantage and Entrata:

  • New User Setup
  • Create new Email accounts and delegate access
  • Assist on the User / Email setup for conversions / new property acquisitions
  • Analyzing recurring problems to determine root cause and create requirements for system changes to address the problem

Qualifications
  • Minimum of 2 years of Helpdesk/IT experience
  • Call center experience preferred
  • College Degree a plus, but not required, preferably in Information Technology, Business, or Real Estate. 
  • Customer Service Skills
  • On-site leasing experience desired
  • Working knowledge of the following systems: Yardi 7s, Rent Café/CRM, Payscan, Yardi 6, OneSite, and Entrata, Active Directory, Gmail
  • Excellent communication, verbal, & written skills
  • Basic PC skills
  • Working knowledge of Excel, PowerPoint, and Word 

Benefits

Willow Bridge Property Company offers competitive pay, a benefits package that includes health, dental, vision and 401(k) and opportunities for career development and advancement.

What Willow Bridge Property Company employees say

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