System Support Analyst L1.5 (MSP) Responsibilities:
- Handle incoming help requests from end users via phone, email, and work orders in a friendly and professional manner.
- Respond to assigned tickets/tasks according to SLA guidelines.
- Maintain accurate records of the troubleshooting process, including successful and unsuccessful decisions, until the issue is resolved.
- Utilize diagnostic utilities and best practices to effectively troubleshoot and resolve problems.
- Perform software installation and configuration, including upgrades and system/application setups.
- Provide basic hardware support, including setting up computers, printers, scanners, etc. and diagnosing hardware failures.
System Support Analyst L1.5 (MSP) Qualifications:
- Minimum 1 year of experience as an IT Technician in an MSP environment.
- Strong knowledge of AD, Office 365, and DNS.
- Ability to prioritize and handle critical technical matters for clients with urgency.
- Excellent troubleshooting skills and ability to resolve end user issues.
- Exceptional communication and customer service skills.
- Dedication to professional growth and staying updated with industry trends and technologies.
System Support Analyst L1.5 (MSP) Benefits:
- Health, Dental, and Vision Insurance 100% Company Paid
- PTO + Paid Holidays
- Certification Reimbursement
- Hybrid WFH after training / probationary period
