Senior Service Desk Analyst

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

📋 Description

• Deliver exceptional End User Service Desk Support through phone, email, SMS, and chat.

• Oversee an active ticket queue encompassing Incidents, Requests, Tasks, and Changes across various ticketing platforms like ServiceNow, FreshService, and Zendesk.

• Record all incoming and outgoing interactions with customers, including daily ticket follow-ups in the appropriate ticketing system.

• Conduct resets in systems such as Active Directory, Entra, Office 365 Admin, and Okta.

• Execute uninstall/reinstall of authorized software applications on devices.

• Offer assistance with Multifactor Authentication, SSO applications, and VPN technologies.

• Support industry-standard applications like Veeva.

• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.

• Manage Office 365, including Distribution List (DL) Management and support for Shared Mailboxes.

• Administer Adobe licenses and manage user provisioning.

• Perform Okta administration, including user lifecycle management and application assignments.

• Oversee SharePoint access, including permissions, site access, and group memberships.

• Facilitate onboarding and offboarding of client employees via AD, Entra, or other provided software.

⛳️ Requirements

• CompTIA A+ certification or an equivalent qualification.

• 2-3 years of progressive experience in a Technical Support role within an MSP or call center IT support environment.

• At least 1 year of experience with Mac OS.

• A minimum of 1 year supporting VIP or C-level executives.

• Understanding of the ITIL framework.

• Experience in supporting Microsoft 365 applications and M365 Admin.

• Familiarity with Microsoft SharePoint, specifically in access management.

• Proficient in Active Directory and Microsoft Entra.

• Experience with the ServiceNow ticketing system; familiarity with additional ticketing systems is advantageous.

• Skilled in using remote access tools like ConnectWise; additional remote tools are a plus.

• Experience in Okta administration.

• Proficient in remotely troubleshooting Windows hardware and software break/fix issues.

• Technical expertise with standard hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.

• Understanding of call center metrics and KPIs.

• Ability to multitask and adapt in a fast-paced environment.

• Capability to follow and comprehend complex documentation.

• Strong technical troubleshooting and customer service abilities.

• Excellent verbal and written communication skills.

• A college degree or technology school diploma is preferred.

🏝️ Benefits

• 401k matching.

• Comprehensive health, dental, and vision insurance.

• Life insurance and Long-Term Disability (LTD) coverage.

• Discretionary Paid Time Off (PTO).