Analyst, Enterprise Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for IT support requests received via phone, email, and ticketing systems.

• Stay logged into phone queues throughout the duration of the workday.

• Assess, troubleshoot, resolve, or escalate client and system-generated requests.

• Diagnose and resolve fundamental issues related to desktops, software, networks, and hardware.

• Support the installation, configuration, and usability of computers, mobile devices, printers, and peripherals.

• Adhere to troubleshooting and escalation protocols to ensure prompt resolution or proper handoff.

• Record support requests, solutions, and client interactions in the ticketing system.

• Collaborate with vendors to address software and hardware concerns.

• Install and set up operating systems, software applications, patches, and updates.

• Conduct basic virus detection, removal, and system security maintenance.

• Monitor backup failures and assist in data restoration efforts.

• Educate end-users on best practices for cybersecurity and IT resource usage.

• Support password resets, account provisioning, and access control measures.

• Participate in an on-call rotation after hours as needed.

• Document and manage technical issues and customer interactions, escalating when necessary.

⛳️ Requirements

• An Associate's Degree in Technology or a related field is required.

• 2-5 years of experience in Microsoft environments is essential.

• 0-2 years of experience specific to MSP is preferred.

• Network+ and Security+ certifications are preferred.

• Familiarity with VMWare, Citrix, VPN, and Terminal Services is required.

• Understanding of backup technologies is necessary.

• Knowledge of Internet, DNS, Email, and communication issues is expected.

• Strong comprehension of Windows operating systems, Microsoft Office Suite, and cloud applications is essential.

• Basic networking concepts, including DNS, DHCP, VPN, and firewall configurations, should be understood.

• Experience with remote troubleshooting tools and remote desktop applications is necessary.

• Ability to diagnose and resolve technical issues in a structured and efficient manner is required.

• Exceptional communication and customer service skills coupled with a professional demeanor are essential.

• Strong documentation abilities with meticulous attention to detail are a must.

• Capability to work independently and collaboratively as part of a team in a fast-paced environment is necessary.

• Willingness to adapt to shifting priorities and learn new technologies is required.

• Flexibility regarding scheduled shift times is important.

• Availability to work scheduled shifts, including 6am-3pm EST, 8am-5pm EST, 12pm-9pm EST, overnight 9pm-6am EST, or Sat-Wed 6am-3pm EST is essential.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching contributions.

• Opportunities for professional development and continued education.

• Flexible work schedules and remote work options.