IT Help Desk Analyst – Level 1 (Entry Level)

About the role

We are expanding our IT support team in San José and need a Level 1 Help Desk Analyst to serve as the first point of contact for internal users. This entry‑level position is ideal for candidates beginning their IT career who can quickly learn our tools, follow documented procedures, and deliver a positive customer experience.

Key responsibilities

• Receive and log user requests via phone, chat, and the customer portal.
• Diagnose issues, resolve simple problems, or route tickets to the appropriate specialist.
• Document all interactions clearly in the ticketing system.
• Follow published procedures and use the knowledge base to find solutions.
• Keep users informed about ticket status and escalations.
• Escalate complex cases to Level 2 with full context.

Required profile

• Conversational English (spoken and written); ability to communicate professionally by voice.
• Foundational understanding of computers, networks, internet connectivity and business software.
• Strong computer literacy with modern operating systems and office applications.
• Clear, patient communication and calmness under pressure.
• Customer‑oriented mindset with attention to detail.
• Eagerness to learn, accept feedback and grow technical knowledge.

Required skills

• Windows operating system
• macOS operating system
• Web browsers
• Email clients
• Video‑conferencing tools
• File‑management basics
• Microsoft Office suite (Word, Excel, PowerPoint)
• Ticketing system usage