Analyst, Enterprise Service Desk

Duties And Responsibilities

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Aid clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Absorb and reset passwords, provision accounts, and manage access controls.
• Participate in an on-call rotation for after-hours support as needed.

Qualifications And Experience

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times.

Attributes That Will Drive Success

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.