Full-Time IT Help Desk Analyst

• Client Support & Customer Service: Serve as the initial point of contact for client support requests via phone, email, and ticketing system. Provide prompt, professional, and courteous support for IT issues.
• Ticket Management: Document all work and communications in the ticketing system. Break down multi-issue tickets. Maintain client documentation.
• Monitoring & Remediation: Review alerts from RMM tools. Perform proactive maintenance and remediation tasks. Assist with recurring scheduled checks and automation tasks.
• Project Assistance: Support the project team with implementation tasks, both remotely and on-site. Assist with client onboarding, hardware deployments, and migrations.
• Communication & Escalation: Communicate ticket updates and resolution timelines to clients. Escalate unresolved issues to senior team members. Submit accurate timesheets and expense reports.
• Team Collaboration & Process Improvement: Follow assigned schedules and SOPs. Adhere to company security policies. Suggest improvements to processes.

Required: Passion for technology, strong communication skills, proficiency in Windows OS, Microsoft 365, and basic networking, reliable transportation.

Preferred: Experience with PSA and RMM tools, familiarity with remote support tools, previous MSP experience, Microsoft 365 and Azure AD administration experience, IT certifications, client service or help desk certifications.

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