Lead Service Desk Analyst

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

📋 Description

• Act as a senior technical escalation expert, taking full responsibility for resolving the most complex tickets.

• Serve as a lead for the escalation queue, overseeing its health and monitoring ticket aging, while reallocating tasks to ensure service level agreements are met.

• Offer daily technical guidance to members of the Managed IT Service Desk.

• Collaborate on challenging tickets and assist analysts in real-time to overcome obstacles.

• Evaluate ticket documentation and the quality of resolutions provided by the team.

• Mentor analysts to ensure consistent adherence to service delivery standards.

• Facilitate the onboarding and training of new analysts through tool orientation, shadowing, and hands-on management of live tickets.

• Resolve advanced issues related to workstations, servers, networking, and managed services.

• Work in partnership with Platform Services, NOC, and vendors as necessary.

• Deliver regular, professional status updates to clients and team leaders throughout the duration of open tickets.

• Identify recurring issues and process deficiencies to bring to the attention of Service Desk management.

• Maintain adherence to established escalation processes, documentation practices, and security protocols.

⛳️ Requirements

• In-depth knowledge of Microsoft 365, server platforms, and Exchange administration.

• Strong proficiency in Microsoft system management tools, including Active Directory, Group Policy, DNS, DFS, and NPS.

• Solid understanding of networking concepts such as VLAN, NAT, DHCP, DNS, and troubleshooting connectivity issues.

• Practical knowledge of virtualization platforms; experience with VMware is preferred.

• Familiarity with firewall technologies and the fundamentals of network security.

• Experience with mobile device management (MDM) solutions.

• Excellent customer service skills, effective professional communication with clients and vendors, and strong troubleshooting and documentation abilities.

• Candidates must be legally authorized to work in the United States without current or future employer sponsorship.

• An Associate's or Bachelor's degree is preferred, or two (2) years in a senior technical support role with experience in mentoring colleagues.

🏝️ Benefits

• Medical, Dental, Vision

• PTO & Paid Holidays

• Paid Parental Leave

• Paid Sick Time

• 401K – with Employer Match

• Company provided Life Insurance, Short/Long-Term Disability

• Supplemental Benefits Available

• Collaborative work environment

• Equal opportunities to thrive