Helpdesk Analyst I

About the role

React to and troubleshoot Level 1 service issues including O365, password resets, internet connectivity, servers, workstations, email, and software applications. Escalate complex problems to appropriate engineering teams or external vendors. Provide excellent customer service by being courteous, knowledgeable, and professional. Log all client inquiries from various channels in a ticket management system. Maintain detailed and updated case notes for all tickets daily. Create and update client-related documentation.

Requirements

• 2+ years of experience in a Service Desk or Network Operations Center environment
• Proficiency in supporting and troubleshooting Active Directory, Microsoft Windows desktop/server platforms, Azure, and O365
• Experience with network connectivity issues, mobile device support, server hardware technologies, corporate antivirus, and VPN connectivity
• Knowledge of ticketing systems (e.g., ConnectWise Manage) and Layer 1, 2, and 3 troubleshooting
• Strong verbal and written communication skills with exceptional customer service abilities
• High School Diploma or GED equivalent

Benefits

• Opportunity to support a diverse range of technical issues in a dynamic environment
• Work within a leading professional services firm
• Be part of a team that values appreciation, recognition, and professional growth