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 open ticket queue that includes Incidents, Requests, Tasks, and Changes across ServiceNow, FreshService, Zendesk, and other ticketing platforms.

• Record all incoming and outgoing communications with customers, 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 industry-standard applications like Veeva.

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

• Administer Office 365, which includes managing distribution lists and supporting shared mailboxes.

• Handle Adobe license administration and user provisioning.

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

• Manage SharePoint access, permissions, site access, and group memberships.

• Facilitate the onboarding and offboarding of client employees using AD, Entra, or other designated software.

⛳️ Requirements

• CompTIA A+ certification or an equivalent qualification.

• A minimum of 3 years of progressive experience in a Technical Support position within an MSP or call center IT support environment.

• At least 1 year of experience with Mac OS.

• More than 1 year of experience supporting VIP or C-level executives.

• Familiarity with the ITIL framework.

• Experience in supporting Microsoft 365 applications and M365 Admin.

• Knowledge of Microsoft SharePoint form and access management.

• Proficiency in 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; knowledge of other remote tools is advantageous.

• Background in Okta administration.

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

• Technical skills 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 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 degree from a college or technology school is preferred.

🏝️ Benefits

• 401k match.

• Comprehensive group health, dental, and vision benefits.

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

• Discretionary Paid Time Off (PTO).

• Opportunities for internal growth.