**Introduction** We are seeking a customer-focused and technically skilled Tier 1 Help Desk Analyst to provide first-level support for end users experiencing technical issues. This role is critical in ensuring smooth day-to-day operations by resolving basic IT problems, escalating complex issues, and maintaining high levels of customer satisfaction. **Your role and responsibilities** * Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. * Provide basic troubleshooting for hardware, software, network, and application issues. * Log and track support requests using a ticketing system, ensuring timely resolution or escalation. * Escalate unresolved issues to Tier 2 or Tier 3 support teams as needed. * Assist with password resets, account unlocks, and access requests. * Follow standard operating procedures and contribute to knowledge base documentation. * Maintain professionalism and empathy in all user interactions. * Support onboarding/offboarding processes including account setup and equipment provisioning. **Required technical and professional expertise** * High school diploma or equivalent; associate degree or technical certification preferred. * 1+ year of experience in customer service or help desk role. * Basic understanding of Windows OS, Microsoft Office Suite, and common enterprise applications. * Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira). * Strong communication and problem-solving skills, with attention to detail. * Ability to work independently and as part of a team. * Must be eligible to obtain Public Trust clearance upon hire. **Preferred technical and professional experience** * CompTIA A+, ITIL Foundation, or similar certifications. * Experience in a federal or government consulting environment. * Knowledge of Active Directory, VPNs, and remote desktop tools. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.