- Act as the primary contact for user support via telephone, email, and in-person interactions
- Provide remote and collaborative support to clients for issue resolution.
- Evaluate, prioritize, and troubleshoot requests related to networks, devices, software, and peripherals
- Ensure precise ticket tracking and comprehensive system documentation.
- Independently resolve service tickets, showcasing technical expertise and problem-solving skills
- Deliver adept technical support for Microsoft applications, M365, and Azure.
- Assist with troubleshooting Microsoft technologies and virtual environments.
- Display basic knowledge of scripting languages and automation principles
- Create thorough system documentation, encompassing reviews and recommendations
Senior Service Desk Analyst (MSP) Requirements:
- Professional MSP (Managed Service Provider) experience
- 1-2 years of help desk technician experience
- Experience with major hardware vendors like Dell, HP, etc.
- Updated knowledge of Microsoft Windows for desktop, server, and networking.
- Basic networking knowledge, including DNS, switches, firewalls, VPN. Familiarity with Watchguard, Cisco, Ubiquiti, Spam Filtering, and RMM and PSA tools desired.
- Strong troubleshooting skills and experience with PSA tools and RMM tools (ex: Datto, ConnectWise, Autotask, IT Glue)
Senior Service Desk Analyst (MSP) Benefits:
- Salary: $55,000 to $62,000
- 100 % Covered Health, Dental, Vision
- A family-friendly environment
- PTO/Holidays/ Sick Leave
- 401(K)+ match
- Work from home options
- Promotions and growth opportunities within 1 year, every year
