Level one Service Desk Analyst - Safari

Responsibilities

• Serve as the first line of support for client issues via phone, email, and ticketing systems.
• Receive, document, prioritize, and resolve service tickets in a timely manner.
• Troubleshoot basic to moderate issues related to desktops, applications, access, and connectivity.
• Escalate unresolved or complex issues to Tier 2/3 teams with proper documentation.
• Maintain ownership of tickets to full resolution and client satisfaction.
• Provide remote support for: Windows & macOS workstations, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), printers, peripherals, and mobile devices.
• Perform basic network troubleshooting (Wi-Fi, VPN, DNS, DHCP, connectivity).
• Aid in user onboarding/offboarding, password resets, and permissions.
• Support VoIP / UCaaS phone system issues when needed.
• Accurately document all work, time, and resolutions in the PSA/ticketing system.
• Follow established SOPs, escalation paths, and service standards.
• Aid in maintaining client documentation and knowledge base articles.
• Use RMM tools to monitor systems and assist in proactive issue resolution.
• Collaborate with internal teams, vendors, and escalation engineers.
• Assist with project prep, deployments, and system rollouts.
• Identify recurring issues and communicate trends to leadership.
• Continuously expand technical knowledge and skillset.
• Enter on-call rotation and contribute as the primary, dedicated technician during each shift.

Requirements

• 0–3 years in an IT support or help desk role (MSP experience preferred).
• Experience supporting multiple clients or environments is a strong plus.
• Strong understanding of: Windows OS & desktop support, Microsoft 365 ecosystem, basic networking (TCP/IP, DNS, DHCP, VLANs), Active Directory / user management, remote support tools and VPNs, ticketing systems (Autotask, ConnectWise, etc.).
• Familiarity with: Remote support tools and VPNs, ticketing systems (Autotask, ConnectWise, etc.), RMM tools (Datto, Kaseya, Ninja, etc.).
• Exposure to networking, cloud platforms, VoIP, UCaaS, MDM, is a plus.

Qualifications

• Excellent customer service.
• Strong Written and Verbal communication skills.
• Strong problem-solving and troubleshooting mindset.
• Ability to multi-task and prioritize in a fast-paced MSP environment.
• High attention to detail in documentation.
• Positive, team-oriented attitude.

Skills

• CompTIA A+, Network+, CCNA, or similar certifications.
• 2 or 4 year degree in Computer Science or related field.
• Microsoft certifications (MS-900, AZ-900, etc.).
• Exposure to Azure / cloud environments.

Benefits

• Opportunity for hybrid work flexibility once established in the role.
• Lead and grow a talented team in a fast-paced, technical environment.
• Work with cutting-edge IT solutions and diverse client environments.
• Be part of a collaborative team that values problem-solving and innovation.
• Opportunity for clear growth path to Tier 2 → Tier 3 → Engineering roles.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time, Onsite – Opportunity for Hybrid.