IT Help Desk Analyst
IT Help Desk Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities
Client Support & Customer Service
Serve as the initial point of contact for all client support requests via phone email and our ticketing system
Provide prompt professional and courteous support for common IT issues
Deliver a friendly and informative experience to clients at every interaction
Troubleshoot and resolve basic technical issues using remote tools
Ticket Management
Accurately document all work and communications in the ticketing system
Break down multi-issue tickets into manageable individual tickets
Ensure all tickets are actively updated and do not become stagnant
Maintain detailed and up-to-date client documentation
Monitoring & Remediation
Regularly review alerts from our Remote Monitoring & Management (RMM) tools
Perform proactive maintenance and remediation tasks as defined in internal processes
Assist with recurring scheduled checks and automation tasks
Project Assistance
Support the project team with implementation tasks both remotely and on-site when needed
Assist with client onboarding hardware deployments and migrations as assigned
Communication & Escalation
Clearly communicate ticket updates and resolution timelines to clients
Escalate unresolved or complex issues to senior team members in a timely manner
Submit accurate timesheets and expense reports as required
Team Collaboration & Process Improvement
Follow assigned schedules and Standard Operating Procedures (SOPs)
Adhere to company security policies and proactively identify potential security concerns
Suggest improvements to processes and contribute to a culture of continuous innovation
Assist with other tasks or initiatives as directed by the Service Desk Manager or CTO
Qualifications :
Required
Passion for technology and problem-solving
Strong verbal and written communication skills
Ability to explain technical concepts to non-technical users
Proficiency in Windows OS Microsoft 365 and basic networking concepts
Reliable organized and detail-oriented
Strong typing skills and ability to document while speaking with clients
Valid drivers license and reliable transportation
Commitment to delivering an outstanding client experience
Preferred
Experience with PSA and RMM tools (e.g. ConnectWise Autotask Atera etc.)
Familiarity with remote support tools and ticket triage processes
Previous experience at a help desk or Managed Service Provider (MSP)
Microsoft 365 and Azure AD administration experience
IT certifications (CompTIA A Network Microsoft MCP/MCSA ITIL etc.)
Client service or help desk certifications (e.g. Help Desk Habits)
Additional Information :
Schedule: MondayFriday normal business hours (occasional off-hours for emergencies.
Compensation: Based on experience and availability
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
