Analyst, Enterprise Service Desk

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

📋 Description

• Act as the initial point of contact for all IT-related support inquiries, primarily through phone and, when necessary, via email or a ticketing system.

• Stay logged into phone queues throughout the workday to provide consistent support to clients.

• Troubleshoot and resolve basic issues related to desktops, software, networks, and hardware.

• Assist clients with the installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.

• Adhere to troubleshooting and escalation protocols to ensure timely resolution or proper transfer to higher-tier support.

• Keep accurate records of support requests, solutions provided, and client interactions in the ticketing system.

• Collaborate with vendors to resolve software and hardware-related problems.

• Install and configure operating systems, software applications, patches, and updates.

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

• Monitor and address backup failures and assist with data recovery efforts.

• Educate end-users on best practices for cybersecurity and the use of IT resources.

• Assist with password resets, account provisioning, and access control management.

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

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

⛳️ Requirements

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

• A minimum of 5 years of experience in Microsoft environments is required.

• At least 2 years of specific experience in a Managed Service Provider (MSP) setting is preferred.

• Network+ and Security+ certifications are preferred.

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

• Knowledge of backup technologies is essential.

• Understanding of Internet, DNS, Email, and communication issues is necessary.

• Strong knowledge of Windows operating systems, Microsoft Office Suite, and cloud applications is required.

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

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

• Ability to diagnose and resolve technical issues in a structured and effective manner is essential.

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

• Strong documentation skills with a keen attention to detail are required.

• Ability to work both independently and collaboratively in a fast-paced environment is necessary.

• Flexibility to adapt to changing priorities and a willingness to learn new technologies are essential.

• Must be flexible and adaptable regarding scheduled shift times.

• Willingness to accept a long-term work-from-home arrangement is required.

• Must 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.