Service Desk Analyst (L1)

About the Company

Our client is a Managed Service Provider (MSP) that redefines IT leadership through customized solutions for businesses and nonprofits. They integrate Managed IT, IT Modernization, and CIO Advisory to enhance service delivery, security, and productivity — guided by the dual principles of simplification and modernization, making IT more accessible while keeping security robust and operations streamlined.

We're looking for a sharp, service-minded Service Desk Analyst to be the first point of contact for our client's end-users, resolving everyday technology issues quickly and keeping their teams productive. You'll triage incidents, work through high-volume service requests, and follow clear escalation paths — all while collaborating daily with a U.S.-based team across phone, email, and chat. If you love troubleshooting, take pride in clean documentation, and want to build a strong foundation in IT support within a fast-moving MSP environment, we'd love to meet you.

• →Incident Triage & Ticket Management: Serve as the initial point of contact for inbound support requests via phone, email, and the ticketing platform, classifying, prioritizing, and documenting all incidents within defined response windows.
• →High-Volume Service Requests: Process routine requests such as password resets (Active Directory, Entra ID, Microsoft 365), user onboarding and offboarding, software installation and licensing, and mailbox creation and delegation across Microsoft 365 and Google Workspace.
• →Escalation & Documentation: Follow defined escalation procedures when issues exceed Tier 1 scope, providing complete notes and diagnostic detail, and document all troubleshooting steps and resolutions in the ticketing system.
• →Knowledge Base Contribution: Follow and contribute to existing knowledge base articles and runbooks, and help create clear, repeatable process documentation for routine tasks.
• →Cross-Platform Device Support: Provide support across Windows 11, macOS, and iOS/Android, along with hardware basics like docking stations, multi-monitor setups, and printers.
• →Identity, Cloud & Network Support: Assist with Active Directory, Entra ID, and Google Admin user/group management, Microsoft Teams and OneDrive/SharePoint/Google Drive issues, MFA setup, and basic networking troubleshooting (TCP/IP, DNS, VPN, Wi-Fi).

• Bachelor's degree, preferably in Information Technology, Computer Science, or a related field.
• 1–2 years of prior IT support experience (MSP experience a plus).
• Familiarity with ITIL concepts (Incident, Request, and Change management).
• Working knowledge of Windows 11, macOS, Microsoft 365, and Google Workspace.
• Basic understanding of Active Directory/Entra ID, MFA, and core networking fundamentals.
• Strong troubleshooting and critical-thinking skills.
• Ability to build rapport with clients and communicate clearly and professionally.
• A reliable internet connection and a dedicated home workspace.

• Problem solving: You dig into issues, weigh the options, and land on practical solutions.
• Teamwork: You work well with others and pitch in wherever the team needs support.
• Sound judgment: You use good judgment and know when to act and when to ask.
• Planning & organizing: You plan ahead, stay organized, and keep track of the details.
• Professionalism: You represent the team and company well in every interaction.
• Quality focus: You take pride in accurate, well-done work.
• Dependability: You show up, follow through, and can be counted on.
• Ethics: You act with integrity and honesty in everything you do.