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 channels.

• Oversee an active ticket queue encompassing Incidents, Requests, Tasks, and Changes utilizing ServiceNow, FreshService, and Zendesk.

• Record all incoming and outgoing communications with clients, including daily follow-ups on tickets.

• Execute resets in Active Directory, Entra, Office 365 Admin, and Okta.

• Uninstall and reinstall authorized software applications on devices.

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

• Support widely-used applications, including Veeva.

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

• Manage Office 365 administration, including Distribution List management and Shared Mailbox support.

• Oversee Adobe license management and user provisioning.

• Conduct Okta administration, focusing on user lifecycle management and application assignments.

• Manage access and permissions for SharePoint, including site access and group membership.

• Facilitate the onboarding and offboarding of client employees using 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.

• Familiarity with the ITIL framework.

• Experience in supporting Microsoft 365 applications and M365 administration.

• Proficiency in Microsoft SharePoint form and access management.

• Knowledge of Active Directory and Microsoft Entra.

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

• Experience using remote access tools such as ConnectWise; additional remote access tools are a plus.

• Expertise in Okta administration.

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

• Technical adeptness with Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.

• Understanding of call center metrics and KPIs.

• Ability to manage multiple tasks and thrive in a fast-paced environment.

• Capacity to comprehend and follow complex documentation.

• Strong technical troubleshooting abilities and customer service skills.

• Excellent verbal and written communication skills.

🏝️ Benefits

• 401k matching.

• Comprehensive group health, dental, and vision benefits.

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

• Discretionary Paid Time Off (PTO).