Analyst, Enterprise Service Desk
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Job Description
Enterprise service desk analyst providing remote IT support for technology clients. Troubleshooting systems, managing tickets, and escalating issues across Microsoft environments.
Responsibilities:
- Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system
- Remain logged into phone queues throughout the workday to ensure consistent client support
- Troubleshoot and resolve basic desktop, software, network, and hardware issues
- Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment
- Follow troubleshooting and escalation procedures for timely resolution or proper handoff to higher-tier support
- Maintain accurate documentation of support requests, solutions, and client interactions in the ticketing system
- Work with vendors to resolve software and hardware-related issues
- Install and configure operating systems, software applications, patches, and updates
- Perform basic virus detection, removal, and system security maintenance
- Monitor and address backup failures and assist with data restoration efforts
- Educate end-users on cybersecurity and IT resource usage best practices
- Assist with password resets, account provisioning, and access control
- Participate in an on-call rotation for after-hours support as needed
- Document and address technical issues and customer interactions, escalating as necessary
Requirements:
- Associate's Degree in Technology or related field required
- 5 years of experience with Microsoft environments required
- 2 years of MSP specific experience preferred
- Network+ and Security+ certifications preferred
- Knowledge of VMWare, Citrix, VPN and Terminal Services
- Knowledge of backup technologies
- Knowledge of Internet/DNS/E-mail/Communication issues
- Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications
- Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations
- Familiarity with remote troubleshooting tools and remote desktop applications
- Ability to diagnose and resolve technical issues in a structured and efficient manner
- Excellent communication and customer service skills with a professional demeanor
- Strong documentation skills with attention to detail
- Ability to work independently and as part of a team in a fast-paced environment
- Adaptability to shifting priorities and willingness to learn new technologies
- Flexibility and adaptability for scheduled shift times
- Should be willing to accept a long-term work-from-home arrangement
- Should be amenable to a permanent night shift schedule
Benefits:
- Remote position
- Long-term work-from-home arrangement
- On-call rotation for after-hours support as needed
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