Level 1 Service Desk Support

{
  "content_hash": "50431ccb70e7f249f8f5dbe7ca84bef693c34a6b0f36a1269b1e8cd601bbfb93",
  "source_hash": "730d60a098a4054a04c50513507016432e624ff366d35588dca246cd9d9c2e36",
  "last_changed_at": "2026-06-02T10:08:50.705Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Charlotte, NC - Charlotte, NC; Charlotte, NC, USA",
    "city": "Charlotte",
    "region": "NC",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T09:59:37.609Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Charlotte, NC - Charlotte, NC; Charlotte, NC, USA",
      "city": "Charlotte",
      "region": "NC",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "detail": {
    "city": "Charlotte",
    "jobId": 291453,
    "level": "",
    "endDate": "",
    "legalId": 4299,
    "isHotJob": true,
    "jobShift": "Day",
    "jobTitle": "Level 1 Service Desk Support",
    "location": "Charlotte, NC - Charlotte, NC",
    "startDate": "",
    "clientCode": "0ET07",
    "remoteType": "",
    "description": "<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Service Desk Support Analyst (Level 1)</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Miles Enterprise Solutions is a management consulting and technology firm supporting state, local, and educational (SLED) government agencies. We deliver IT service management, workforce solutions, and technology modernization services that enable agencies to operate efficiently and serve their communities effectively. </span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">We are seeking qualified Service Desk Support Analysts (Level 1) to support government clients in a structured, service-level-driven environment.&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Position Summary</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>The</b>&nbsp;<b>Level 1 Service Desk Support Analyst </b>serves as the first point of contact for end users within a government-supported IT environment. This role is responsible for delivering high-quality technical support, ensuring adherence to service level agreements (SLAs), and maintaining accurate documentation for audit and compliance purposes.&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">This position requires professionalism, confidentiality, and the ability to operate within regulated environments. </span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Key Responsibilities</b></span></span></span></p>\r\n\r\n<ul>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Provide Tier 1 technical support to end users via phone, email, and ticketing systems</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Log, track, and resolve incidents and service requests in accordance with established SLAs</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Troubleshoot hardware, software, network, and mobile device issues</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Escalate unresolved issues to Tier 2 or specialized support teams as required</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Maintain accurate, timely, and audit-ready documentation of all support activities</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Follow standard operating procedures (SOPs), knowledge base articles, and ITIL-aligned processes</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Support user account management functions (e.g., password resets, access requests) in accordance with security protocols</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Utilize remote support tools to assist users across multiple locations</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Ensure compliance with client security, privacy, and data protection policies</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Participate in continuous service improvement initiatives</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Minimum Qualifications</b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px\">\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Minimum <b>2 years of experience</b> in IT support, service desk, or help desk environments (<b>required</b>)</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Experience supporting users in structured or regulated environments (government, healthcare, financial services, or enterprise environments preferred)</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Proficiency with Windows operating systems (Windows 10 or higher)</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Experience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Familiarity with ticketing systems</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Basic knowledge of networking concepts (TCP/IP, Wi-Fi, VPN, Ethernet)</span></span></span></li>\r\n\t<li style=\"margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Experience supporting mobile devices (iOS, Android)</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Preferred Qualifications</b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px\">\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Experience with <b>Active Directory</b>, Citrix, and VPN technologies (e.g., Cisco VPN)</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Familiarity with <b>ITIL framework </b>or IT service management best practices</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Prior experience supporting government clients</span></span></span></li>\r\n\t<li style=\"margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">CompTIA A+, Network+, or HDI certification</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Core Competencies</b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px\">\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Strong customer service and communication skills</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Ability to follow defined processes and maintain compliance standards</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">High attention to detail and documentation accuracy</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Ability to manage multiple tasks in a fast-paced, service-driven environment</span></span></span></li>\r\n\t<li style=\"margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Professionalism and discretion when handling sensitive information</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Compliance &amp; Work Requirements</b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px\">\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Must be legally authorized to work in the United States without employer sponsorship</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Ability to pass <b>background checks</b>, including criminal and/or government-required screenings</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Abilit to comply with all <b>client security and confidentiality requirements</b></span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Must adhere to data protection policies and procedures</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Participation in <b>e-Verify </b>is required</span></span></span></li>\r\n\t<li style=\"margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Drug-free workplace</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Work Environment</b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px\">\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Onsite, hybrid, or remote depending on client requirements</span></span></span></li>\r\n\t<li style=\"margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">May require adherence to client-specific schedules, including business hours or shift coverage</span></span></span></li>\r\n\t<li style=\"margin-bottom:11px; margin-left:8px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Work performed in accordance with client SLAs and performance metrics</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>Equal Opportunity Employer</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Miles Enterprise Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, or protected veteran status. </span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\"><b>How to Apply</b></span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\"><span style=\"font-size:12pt\"><span style=\"line-height:115%\"><span style=\"font-family:Aptos,sans-serif\">Please submit your <b>resume and salary requirements</b> when applying for this position.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:11px\">&nbsp;</p>\r\n",
    "jobCategory": "Information Technology",
    "salaryRange": "",
    "socialMedia": {
      "xLink": null,
      "emailLink": {
        "subject": "Miles%20Technology%20Solutions%20Llc%20Job%20Opportunity%20Level%201%20Service%20Desk%20Support",
        "summary": "Service%20Desk%20Support%20Analyst%20%28Level%201%29%0D%0A%0D%0AMiles%20Enterprise%20Solutions%20is%20a%20management%20consulting%20and%20technology%20firm%20supporting%20state%2C%20local%2C%20and%20educational%20%28SLED%29%20government%20agencies.%20We%20deliver%20IT%20service%20management%2C%20workforce%20solutions%2C%20and%20technology%20modernization%20services%20that%20enable%20agencies%20to%20operate%20efficiently%20and%20serve%20their%20communities%20effectively.%20%0D%0A%0D%0AWe%20are%20seeking%20qualified%20Service%20Desk%20Support%20Analysts%20%28Level%201%29%20to%20support%20government%20clients%20in%20a%20structured%2C%20service-level-driven%20environment.%C2%0D%0A%0D%0A%C2%0D%0A%0D%0APosition%20Summary%0D%0A%0D%0AThe%C2Level%201%20Service%20Desk%20Support%20Analyst%20serves%20as%20the%20first%20point%20of%20contact%20for%20end%20users%20within%20a%20government-supported%20IT%20environment.%20This%20role%20is%20responsible%20for%20delivering%20high-quality%20technical%20support%2C%20ensuring%20adherence%20to%20service%20level%20agreements%20%28SLAs%29%2C%20and%20maintaining%20accurate%20documentation%20for%20audit%20and%20compliance%20purposes.%C2%0D%0A%0D%0AThis%20position%20requires%20professionalism%2C%20confidentiality%2C%20and%20the%20ability%20to%20operate%20within%20regulated%20environments.%20%0D%0A%0D%0A%C2%0D..."
      },
      "facebookLink": {
        "redirectUri": "",
        "facebookAppId": "773759036043100"
      },
      "linkedInLink": {}
    },
    "isQuickApply": false,
    "positionType": "Full Time",
    "countryPaidIn": "",
    "googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"Level 1 Service Desk Support\",\"identifier\":\"J0ET07291453\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/C781FD7F2756C444220BC1C5DDF2B310/jobs/291453\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=C781FD7F2756C444220BC1C5DDF2B310\",\"datePosted\":\"2026-04-17\",\"description\":\"Job DetailsJob Location: Charlotte, NC - Charlotte, NCPosition Type: Full TimeEducation Level: 2 Year DegreeTravel Percentage: NoneJob Shift: DayJob Category: Information TechnologyService Desk Support Analyst (Level 1)\\r\\n\\r\\nMiles Enterprise Solutions is a management consulting and technology firm supporting state, local, and educational (SLED) government agencies. We deliver IT service management, workforce solutions, and technology modernization services that enable agencies to operate efficiently and serve their communities effectively. \\r\\n\\r\\nWe are seeking qualified Service Desk Support Analysts (Level 1) to support government clients in a structured, service-level-driven environment.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nPosition Summary\\r\\n\\r\\nThe&nbsp;Level 1 Service Desk Support Analyst serves as the first point of contact for end users within a government-supported IT environment. This role is responsible for delivering high-quality technical support, ensuring adherence to service level agreements (SLAs), and maintaining accurate documentation for audit and compliance purposes.&nbsp;\\r\\n\\r\\nThis position requires professionalism, confidentiality, and the ability to operate within regulated environments. \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nKey Responsibilities\\r\\n\\r\\n\\r\\n\\tProvide Tier 1 technical support to end users via phone, email, and ticketing systems\\r\\n\\tLog, track, and resolve incidents and service requests in accordance with established SLAs\\r\\n\\tTroubleshoot hardware, software, network, and mobile device issues\\r\\n\\tEscalate unresolved issues to Tier 2 or specialized support teams as required\\r\\n\\tMaintain accurate, timely, and audit-ready documentation of all support activities\\r\\n\\tFollow standard operating procedures (SOPs), knowledge base articles, and ITIL-aligned processes\\r\\n\\tSupport user account management functions (e.g., password resets, access requests) in accordance with security protocols\\r\\n\\tUtilize remote support tools to assist users across multiple locations\\r\\n\\tEnsure compliance with client security, privacy, and data protection policies\\r\\n\\tParticipate in continuous service improvement initiatives\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nMinimum Qualifications\\r\\n\\r\\n\\r\\n\\tMinimum 2 years of experience in IT support, service desk, or help desk environments (required)\\r\\n\\tExperience supporting users in structured or regulated environments (government, healthcare, financial services, or enterprise environments preferred)\\r\\n\\tProficiency with Windows operating systems (Windows 10 or higher)\\r\\n\\tExperience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)\\r\\n\\tFamiliarity with ticketing systems\\r\\n\\tBasic knowledge of networking concepts (TCP/IP, Wi-Fi, VPN, Ethernet)\\r\\n\\tExperience supporting mobile devices (iOS, Android)\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nPreferred Qualifications\\r\\n\\r\\n\\r\\n\\tExperience with Active Directory, Citrix, and VPN technologies (e.g., Cisco VPN)\\r\\n\\tFamiliarity with ITIL framework or IT service management best practices\\r\\n\\tPrior experience supporting government clients\\r\\n\\tCompTIA A+, Network+, or HDI certification\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCore Competencies\\r\\n\\r\\n\\r\\n\\tStrong customer service and communication skills\\r\\n\\tAbility to follow defined processes and maintain compliance standards\\r\\n\\tHigh attention to detail and documentation accuracy\\r\\n\\tAbility to manage multiple tasks in a fast-paced, service-driven environment\\r\\n\\tProfessionalism and discretion when handling sensitive information\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCompliance &amp; Work Requirements\\r\\n\\r\\n\\r\\n\\tMust be legally authorized to work in the United States without employer sponsorship\\r\\n\\tAbility to pass background checks, including criminal and/or government-required screenings\\r\\n\\tAbilit to comply with all client security and confidentiality requirements\\r\\n\\tMust adhere to data protection policies and procedures\\r\\n\\tParticipation in e-Verify is required\\r\\n\\tDrug-free workplace\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nWork Environment\\r\\n\\r\\n\\r\\n\\tOnsite, hybrid, or remote depending on client requirements\\r\\n\\tMay require adherence to client-specific schedules, including business hours or shift coverage\\r\\n\\tWork performed in accordance with client SLAs and performance metrics\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nEqual Opportunity Employer\\r\\n\\r\\nMiles Enterprise Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, or protected veteran status. \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nHow to Apply\\r\\n\\r\\nPlease submit your resume and salary requirements when applying for this position.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n \",\"responsibilities\":\"Service Desk Support Analyst (Level 1)\\r\\n\\r\\nMiles Enterprise Solutions is a management consulting and technology firm supporting state, local, and educational (SLED) government agencies. We deliver IT service management, workforce solutions, and technology modernization services that enable agencies to operate efficiently and serve their communities effectively. \\r\\n\\r\\nWe are seeking qualified Service Desk Support Analysts (Level 1) to support government clients in a structured, service-level-driven environment.&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nPosition Summary\\r\\n\\r\\nThe&nbsp;Level 1 Service Desk Support Analyst serves as the first point of contact for end users within a government-supported IT environment. This role is responsible for delivering high-quality technical support, ensuring adherence to service level agreements (SLAs), and maintaining accurate documentation for audit and compliance purposes.&nbsp;\\r\\n\\r\\nThis position requires professionalism, confidentiality, and the ability to operate within regulated environments. \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nKey Responsibilities\\r\\n\\r\\n\\r\\n\\tProvide Tier 1 technical support to end users via phone, email, and ticketing systems\\r\\n\\tLog, track, and resolve incidents and service requests in accordance with established SLAs\\r\\n\\tTroubleshoot hardware, software, network, and mobile device issues\\r\\n\\tEscalate unresolved issues to Tier 2 or specialized support teams as required\\r\\n\\tMaintain accurate, timely, and audit-ready documentation of all support activities\\r\\n\\tFollow standard operating procedures (SOPs), knowledge base articles, and ITIL-aligned processes\\r\\n\\tSupport user account management functions (e.g., password resets, access requests) in accordance with security protocols\\r\\n\\tUtilize remote support tools to assist users across multiple locations\\r\\n\\tEnsure compliance with client security, privacy, and data protection policies\\r\\n\\tParticipate in continuous service improvement initiatives\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nMinimum Qualifications\\r\\n\\r\\n\\r\\n\\tMinimum 2 years of experience in IT support, service desk, or help desk environments (required)\\r\\n\\tExperience supporting users in structured or regulated environments (government, healthcare, financial services, or enterprise environments preferred)\\r\\n\\tProficiency with Windows operating systems (Windows 10 or higher)\\r\\n\\tExperience with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)\\r\\n\\tFamiliarity with ticketing systems\\r\\n\\tBasic knowledge of networking concepts (TCP/IP, Wi-Fi, VPN, Ethernet)\\r\\n\\tExperience supporting mobile devices (iOS, Android)\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nPreferred Qualifications\\r\\n\\r\\n\\r\\n\\tExperience with Active Directory, Citrix, and VPN technologies (e.g., Cisco VPN)\\r\\n\\tFamiliarity with ITIL framework or IT service management best practices\\r\\n\\tPrior experience supporting government clients\\r\\n\\tCompTIA A+, Network+, or HDI certification\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCore Competencies\\r\\n\\r\\n\\r\\n\\tStrong customer service and communication skills\\r\\n\\tAbility to follow defined processes and maintain compliance standards\\r\\n\\tHigh attention to detail and documentation accuracy\\r\\n\\tAbility to manage multiple tasks in a fast-paced, service-driven environment\\r\\n\\tProfessionalism and discretion when handling sensitive information\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCompliance &amp; Work Requirements\\r\\n\\r\\n\\r\\n\\tMust be legally authorized to work in the United States without employer sponsorship\\r\\n\\tAbility to pass background checks, including criminal and/or government-required screenings\\r\\n\\tAbilit to comply with all client security and confidentiality requirements\\r\\n\\tMust adhere to data protection policies and procedures\\r\\n\\tParticipation in e-Verify is required\\r\\n\\tDrug-free workplace\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nWork Environment\\r\\n\\r\\n\\r\\n\\tOnsite, hybrid, or remote depending on client requirements\\r\\n\\tMay require adherence to client-specific schedules, including business hours or shift coverage\\r\\n\\tWork performed in accordance with client SLAs and performance metrics\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nEqual Opportunity Employer\\r\\n\\r\\nMiles Enterprise Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, or protected veteran status. \\r\\n\\r\\n&nbsp;\\r\\n\\r\\nHow to Apply\\r\\n\\r\\nPlease submit your resume and salary requirements when applying for this position.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\n&nbsp;\\r\\n\",\"employmentType\":\"FULL_TIME\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"MILES TECHNOLOGY SOLUTIONS LLC\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=C781FD7F2756C444220BC1C5DDF2B310\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"\",\"addressLocality\":\"Charlotte\",\"addressRegion\":\"NC\",\"postalCode\":\"\",\"addressCountry\":\"USA\"}},\"industry\":\"Information Technology\",\"validThrough\":\"2026-06-15\",\"workHours\":\"Day\",\"educationRequirements\":\"2 Year Degree\"}",
    "applyAvailable": true,
    "educationLevel": "2 Year Degree",
    "qualifications": "",
    "descriptionTitle": "Description",
    "travelPercentage": "None",
    "jobYoutubeVideoId": "",
    "legalRevisionDate": {
      "date": "2025-05-05T13:50:05.000Z",
      "timezone": "America/Chicago",
      "timezone_type": 3
    },
    "secondaryLocations": [],
    "primaryPhoneCountry": "US",
    "primaryPhoneEnabled": true,
    "qualificationsTitle": "Qualifications",
    "primaryPhoneRequired": false,
    "primaryPhoneNumberDoesNotExist": false
  },
  "preview": {
    "jobId": 291453,
    "isHotJob": true,
    "jobTitle": "Level 1 Service Desk Support",
    "postedOn": "",
    "locations": "Charlotte, NC - Charlotte, NC",
    "remoteType": "",
    "description": "Service Desk Support Analyst (Level 1)\r\n\r\nMiles Enterprise Solutions is a management consulting and technology firm supporting state, local, and educa...",
    "positionType": "Full Time"
  },
  "detail_meta": {
    "url": "https://portal-applicant-tracking.us-cent.paycomonline.net/api/ats/job-postings/291453",
    "http_status": 200,
    "content_type": "application/json",
    "response_bytes": 34316
  },
  "detail_errors": []
}