Analyst, Enterprise Service Desk (HC)

SUMMARY

Enterprise Service Desk is responsible forserving as an initial point of contact for triaging, then resolving oraccurately escalating incoming client or system generated requests as well asproviding a world class client experience daily. Level Ones assist withescalations from Technicians while following documented policies and proceduresto effectively set correct ticket priority, then work to resolve issues inaccordance with our standard escalations process either remotely or onsite withour clients.

JOB RESPONSIBILITIES

• Serve as the first point of contact for allIT-related support requests primarily via phone and as needed via email and/orticketing system.
  
• Be logged into the phone queues throughoutthe entire workday to ensure consistent client support.
  
• Troubleshoot and resolve basic desktop,software, network, and hardware issues.
  
• Assist clients with installation,configuration, and usability of desktop computers, mobile devices, printers,and other peripheral equipment.
  
• Follow established troubleshooting andescalation procedures, ensuring timely resolution or proper handoff tohigher-tier support.
  
• Maintain accurate documentation of allsupport requests, solutions, and client interactions in the ticketing system.
  
• Work with vendors to resolve software andhardware-related issues.
  
• Install and configure operating systems,software applications, patches, and updates.
  
• Perform basic virus detection, removal, andsystem security maintenance.
  
• Monitor and address backup failures,assisting in data restoration efforts when needed.
  
• Educate end-users on best practices forcybersecurity and IT resource usage.
  
• Assist with password resets, accountprovisioning, and access control.
  
• Participate in an on-call rotation forafter-hours support as needed.
  
• Documenting and addressing technical issuesand customer interactions, escalating as necessary.
  

QUALIFICATIONS

• Associate's Degree inTechnology or related field required.
  
• 5 years of experiencewith Microsoft environments required.
  
• 2 years of MSPspecific experience preferred.
  
• Network+ and Security+certifications preferred.
  

Knowledge, Skills, AndAbilities:

• Knowledge of VMWare,Citrix, VPN and Terminal Services.
  
• Backup Technologies.
  
• Internet/DNS/E-mail/Communicationissues.
  
• Strong understandingof Windows operating systems, Microsoft Office Suite, and cloud applications.
  
• Knowledge of basicnetworking concepts, including DNS, DHCP, VPN, and firewall configurations.
  
• Familiarity withremote troubleshooting tools and remote desktop applications.
  
• Ability to diagnoseand resolve technical issues in a structured and efficient manner.
  
• Excellentcommunication and customer service skills with a professional demeanor.
  
• Strong documentationskills with attention to detail.
  
• Ability to workindependently and as part of a team in a fast-paced environment.
  
• Adaptability toshifting priorities and willingness to learn new technologies.
  
• Flexibility andadaptability for scheduled shift times
  

Attributes That WillDrive Success:

• Strong problem-solvingskills and a client-focused approach.
  
• Ability to remain calmand professional in high-pressure situations.
  
• Commitment tocontinuous learning and skill development.
  
• Proactive approach toidentifying and addressing recurring issues.
  
• Compliance withcompany policies, procedures, and security best practices.
  

JOB REQUIREMENTS

• Should be willing toaccept a long-term work-from-home arrangement.
  
• Should be amenable toa permanent night shift schedule.