Job Opportunities API

Level 1 Service Desk Analyst Location: Cedar Knolls NJ Full Time - Onsite – Opportunity for Hybrid Safari Solutions is a leading provider of IT solutions, helping businesses improve productivity, security, and operational efficiency. Through a recent merger with Clair Global-an industry leader in audio, video, and IT solutions-Safari Solutions has expanded its reach and capabilities to offer even more advanced and integrated technology solutions to clients across various industries. About the Role We are seeking a motivated, customer-focused Level I Help Desk Systems Analyst to join our Service Desk team. This role is the first point of contact for clients , responsible for delivering fast, professional IT support across a wide range of technologies. In a Managed Service Provider (MSP) environment, you will support multiple clients and systems simultaneously, gaining exposure to networking, cloud platforms, VoIP, UCaas, and end-user support in a fast-paced, high-growth environment. This position is ideal for someone early in their IT career who is eager to learn, grow into Tier 2/3 roles, and deliver an exceptional client experience. Responsibilities: Client Support & Ticket Management • Serve as the first line of support for client issues via phone, email, and ticketing systems • Perform initial triage and assessment of any client reported issues. • Receive, document, prioritize, and resolve service tickets in a timely manner • Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity • Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation • Maintain ownership of tickets to full resolution and client satisfaction Technical Support • Provide remote support for: • Windows & macOS workstations • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) • Printers, peripherals, and mobile devices • Perform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity) • Assist with user onboarding/offboarding , password resets, and permissions • Support VoIP / UCaaS phone system issues when needed MSP Operations & Documentation • Accurately document all work, time, and resolutions in the PSA/ticketing system • Follow established SOPs, escalation paths, and service standards • Assist in maintaining client documentation and knowledge base articles • Use RMM tools to monitor systems and assist in proactive issue resolution Collaboration & Growth • Work closely with internal teams, vendors, and escalation engineers • Assist with project prep, deployments, and system rollouts • Identify recurring issues and communicate trends to leadership • Continuously expand technical knowledge and skillset • Enter on-call rotation and contribute as the primary, dedicated technician during each shift What Makes This a Tier 1 Role • Focus on high-volume, low-to-moderate complexity issues • Acts as the front line / first response for all client support • Uses documented processes, playbooks, and knowledge bases • Escalates advanced troubleshooting to Tier 2 What You Bring Experience • 0–3 years in an IT support or help desk role (MSP experience preferred) • Experience supporting multiple clients or environments is a strong plus Technical Skills (Baseline) • Strong understanding of: • Windows OS & desktop support • Microsoft 365 ecosystem • Basic networking (TCP/IP, DNS, DHCP, VLANs) • Familiarity with: • Active Directory / user management • Remote support tools and VPNs • Ticketing systems (Autotask, ConnectWise, etc.) • Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plus Soft Skills (Critical) • Excellent customer service • Strong Written and Verbal communication skills • Strong problem-solving and troubleshooting mindset • Ability to multi-task and prioritize in a fast-paced MSP environment • High attention to detail in documentation • Positive, team-oriented attitude Preferred (Not Required) • CompTIA A+, Network+, CCNA, or similar certifications • 2 or 4 year degree in Computer Science or related field. • Microsoft certifications (MS-900, AZ-900, etc.) • Experience with RMM tools (Datto, Kaseya, Ninja, etc.) • Exposure to Azure / cloud environments Why Join Safari Solutions? • Lead and grow a talented team in a fast-paced, technical environment. • Work with cutting-edge IT solutions and diverse client environments. • Be part of a collaborative team that values problem-solving and innovation. • Opportunity for hybrid work flexibility once established in the role. If you are a technically skilled person who thrives in a hands-on role and enjoys working with complex IT issues, we'd love to hear from you. Why This Role is Different (MSP Environment) • Work across many clients, not just one company's systems • Gain rapid exposure to networks, cloud, phone systems, and security • Develop skills faster than traditional internal IT roles • Clear growth path to Tier 2 → Tier 3 → Engineering roles What Success Looks Like • High ticket resolution rate at Tier 1 • Strong customer satisfaction and communication • Clean, thorough documentation • Ability to resolve issues independently and escalate appropriately • Continuous technical growth