Hiring: Tier I Service Desk Analyst Company: Boston Government Services, LLC (BGS) Location: Knoxville Metropolitan Area Job Posted Time: 2026-09-11 13:24:44 Employment Type: Full-time / Remote Target Skills & Keywords : Microsoft Office, Program Management, VPN About the job Experience: •1-3 years of IT support experience. •3 years of IT support experience. Required Skills: •Serve as the primary point of contact for IT support requests. •Receive and triage incidents through phone, portal, email, and walk-up channels. •Resolve common workstation, Office 365, Teams, Outlook, VPN, and peripheral issues. •Create, track, and update tickets within the approved ITSM platform. •Perform password resets and basic account support activities. •Provide first-level troubleshooting for Microsoft 365 applications. •Escalate unresolved issues to Tier II or Tier III support teams. •Maintain SLA compliance and accurate ticket documentation. Qualifications: •Associate degree or equivalent experience. •Operational familiarity with ticket management systems. •Strong customer service and communication skills. •Client projects for this position require U.S. Citizenship. •Must be eligible to obtain and maintain a security or clearance badge. •Schedule is full-time, Monday – Friday 40-hour week and may require on call or overnight shifts depending on contract needs. •This position may be fully onsite or hybrid/remote depending on the needs of the specific contract. Compensation: •$50,000 - $70,000 / year •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!