Senior Service Desk Analyst (MSP)

We are a leading Managed Service Provider (MSP) based in Lakewood, New Jersey with clients across several industries. Our clients rely on us to provide them with innovative IT solutions and technical support to help them achieve their business goals. With a team of highly skilled professionals and a commitment to excellence, we are dedicated to delivering exceptional service to our clients.

You’ll need to have excellent communication skills, be able to work diligently under pressure, and have a genuine interest in staying up to date with the latest technologies, threats and advances in computing. At our MSP, we value teamwork, dedication, and innovation – and we’re looking for someone who shares our passion for delivering the highest levels of service to our clients.

Senior Service Desk Analyst (MSP) Responsibilities: 

  • 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