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Sr. Analyst, Enterprise Service Desk

United States·Charlotte,Atlanta,Columbus+2 moresenior

OtherEnterprise

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Quick Summary

Key Responsibilities

Serve as point of contact and escalation point for Tier 1 support issues requiring advanced troubleshooting. Provide high-quality technical support to clients via phone, email, and remote sessions.

Requirements Summary

High school diploma or equivalent required. 5+ years of experience in a related field. A degree or some college a plus. Technical licenses or training a plus.

Technical Tools

OtherEnterprise

Responsibilities

~1 min read

→Serve as point of contact and escalation point for Tier 1 support issues requiring advanced troubleshooting.
→Provide high-quality technical support to clients via phone, email, and remote sessions.
→Administer and maintain client workstations, printers, and peripheral equipment.
→Investigate and resolve DNS, DHCP, TCP/IP, and network connectivity issues.
→Participate in infrastructure improvement initiatives and documentation efforts.
→Accurately track and document work in the ticketing system, ensuring clear handoffs and resolution notes.
→Assist with implementing security measures including MFA (e.g., Duo) and adherence to company policies.
→Contribute to team KPIs by efficiently managing workload and prioritizing escalated issues.

Strong customer service mindset with excellent troubleshooting skills.
Advanced proficiency in Managing and troubleshooting:
- Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Entra)
- Active Directory accounts, groups, and permissions
- Citrix -Publishing/managing applications, terminating hung sessions, Citrix Studio/Director)
- Intune (e.g., device compliance, update rings, device management, conditional access)
- Email security gateways (e.g. Mimecast, Proofpoint, Microsoft Defender)
- Virtualized environments (e.g., VMware vSphere: resource allocation, server performance)
Monitor and resolve alerts (e.g., disk space, host down, ISP issues) from monitoring tools such as CheckMK and logic monitor
Ability to assess, prioritize, and resolve multiple escalated issues in a fast-paced environment.
Clear and concise written and verbal communication, able to adapt for technical and non-technical audiences.
Process-oriented, detail-focused approach to documenting technical issues and solutions.