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Jobs at Canvas IT

Service Desk Tier 1 Support Analyst

Location: Atlanta, GA

Type: Full Time

Min. Experience: Experienced

Service Desk Tier 1 Support Analyst

We're looking for a full-time Tier 1 Service Desk Support Analyst for our friendly, fast-growing company with a collaborative, team-focused culture. This position allows you to work from home 80% of the time. We take pride in doing our jobs well and helping our clients make the most of their technology. There are no arrogant techs here — we look for people who have not just the technical skills but also the communication ability to work well with clients no matter their level of tech-savvy.  We strive to offer our customers service that is unparalleled in the technology industry.  Our goal is to resolve all issues as fast as possible with minimal interruption to the client. 

In your role as a Technical Support Analyst, you will be responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks and vendor specific hardware and software. This will include both telephone and remote support using state-of-the-art managed services tools as well as occasional onsite support. This position requires Apple Products (MacBook, iPhone, iPad, MacBook Air) experience with a strong knowledge of G Suite and the Zendesk ticketing system.

This position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking. You are likely to perform work for many different clients in any given week, and it can be challenging to balance your time. We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets.

This is not a job for someone who wants to do the same thing from day to day – there is a lot of variety and a lot of opportunity. We enjoy our work and our clients, and we'd like to find someone who fits well within this culture.


·             Diagnose and troubleshoot incoming client calls

·               Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access

·               Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel

·               Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems

·               Maintain, implement, and troubleshoot executive staff issues locally and remotely providing consistent customer care to executive staff members

·               Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware  

·               Install, configure and troubleshoot desktop systems, workstations, network issues in a heterogeneous environment

·               Create and monitor helpdesk requests

·               Interact with customers on the phone

·               Troubleshoot and resolve standard PC support tasks

·               Install software

·               Monitor backups

·               Remediate viruses or malware

              Extensive work in G Suites

              Extremely knowledgeable with Zendesk


·               2-5 years’ experience as a Helpdesk Support Technician

·               Healthcare industry experience a plus, working directly with clinicians a huge plus

·               Proven trouble shooting skills

·               Hands on experience with PCs and electronics

·               High School Diploma, College Degree Preferred

·               Computer certifications (A+, N+, CCNA, MCP) are preferred

·               Experience removing spyware/malware/adware and viruses

·               Experience providing remote support for users 

·               Demonstrate a thorough working knowledge of Microsoft–based small business systems infrastructure

·               Skillful at analysis and troubleshooting of related systems components

·               Ability to establish priorities, work independently and proceed with objectives without supervision

·               Ability to develop/follow standard processes and complete documentation as needed

·               Ability to handle and resolve recurring problems, including escalation as needed when you require outside assistance

·               Ability to communicate well with clients, including clear explanations of complex technology issues

·               Installing/Administration/Maintenance

·               Desktops and laptops in a networked environment

·               Administer Microsoft Small Business Server/Exchange Server

·               AVG Virus Protection Software

·               Preventive Maintenance: Monitor Servers for changes in Backup, Drive Space, etc.

·               Troubleshooting: PC Hardware Issues PC Software Issues Heavy Desktop Support Virus/Spyware Removal Mobile Devices (iPhone)



Must-Have Soft Skills

·               GREAT attitude

·               Good communications

·               Strong work ethic

·               Dedication to our team

·               Ability to work independently 

·               Ability to work evening and rotating on-call weekend shift

·               Exceptional customer service



We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary depending on experience, and an extensive benefits package including paid time off, medical, dental and vision benefits, and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.


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