Senior Service Desk Analyst

Job Summary

Providing white-glove support, the full-time Senior Service Desk Analyst will manage an open ticket queue and deliver exceptional End User Service Desk support remotely, including troubleshooting and administration of various systems and applications.

Key responsibilities

• Manage an open ticket queue, addressing Incidents, Requests, Tasks, and Changes across multiple ticketing systems
• Provide remote hardware support and perform resets in systems such as Active Directory and Office 365 Admin
• Document all communications with customers and ensure timely follow-ups on tickets

Required qualifications

• CompTIA A+ certification or equivalent
• 2-3 years of experience in a Technical Support role within an MSP or call center environment
• 1+ year of experience supporting Mac OS and VIP or C-level executives
• Familiarity with the ITIL framework and experience with Microsoft 365 applications
• Experience with ticketing systems such as ServiceNow and remote access tools like ConnectWise