Help Desk Analyst

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

📋 Description

• Manage a high-volume ticket queue by responding to, troubleshooting, and resolving end-user issues within client SLA standards.

• Provide support to end users via phone, email, chat, and remote access tools across a varied portfolio of business clients.

• Diagnose issues related to Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud applications.

• Create and keep accurate records in the PSA system, ensuring complete documentation of actions taken and results achieved.

• Administer user accounts in Active Directory, Azure AD, and the Microsoft 365 Admin Center.

• Promptly escalate unresolved or high-severity issues to senior engineers with detailed context.

• Assist with client onboarding and offboarding, including device provisioning, email configuration, and access management.

• Identify recurring issues and proactively recommend process improvements or knowledge base articles.

⛳️ Requirements

• A minimum of 1 year of Level 1 support experience specifically in an MSP environment.

• Demonstrated success in managing a high-volume ticket environment, with strong time management and prioritization abilities.

• Proficient in Windows 10/11, the Microsoft 365 suite, and standard business productivity applications.

• Practical experience with a PSA/ticketing platform (such as ConnectWise Manage, Autotask, HaloPSA, or similar).

• Basic understanding of networking concepts including DNS, DHCP, TCP/IP, and VPN configurations.

• Exceptional interpersonal skills, with the ability to explain technical issues in simple terms for non-technical clients.

• Availability from Monday to Friday, 8:00 AM – 5:00 PM PST.

🏝️ Benefits

• Competitive compensation.

• Health insurance coverage.

• Opportunities for professional development.