Service Desk Analyst

Job Description:

• Provide white-glove End User Service Desk Support via phone, email, SMS, and chat
• Manage an open ticket queue including Incidents, Requests, Tasks, and Changes across ServiceNow, FreshService, and Zendesk
• Document all incoming and outgoing communications with customers, including daily ticket follow-ups
• Perform resets in Active Directory, Entra, Office 365 Admin, and Okta
• Uninstall and reinstall approved software applications on devices
• Support Multifactor Authentication, SSO Applications, and VPN technologies
• Support industry-standard applications such as Veeva
• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories
• Administer Office 365, including Distribution List management and Shared Mailbox support
• Manage Adobe license administration and user provisioning
• Perform Okta administration, including user lifecycle management and application assignments
• Manage SharePoint access, permissions, site access, and group membership
• Onboard and offboard client employees via AD, Entra, or other supplied software

Requirements:

• CompTIA A+ certification or equivalent
• 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment
• 1+ year Mac OS experience
• 1+ year of supporting VIP or C level executives
• Understand of the ITIL framework
• Experience supporting Microsoft 365 applications and M365 Admin
• Experience with Microsoft SharePoint form and access management
• Experience with Active Directory and Microsoft Entra
• Experience with ServiceNow ticketing system; additional ticketing systems are a plus
• Experience with remote access tools such as ConnectWise; additional remote tools are a plus
• Experience with Okta administration
• Experience remotely troubleshooting Windows hardware and software break/fix issues
• Technical proficiency with Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi
• Understanding of call center metrics and KPIs
• Ability to multi-task and experience working in a fast-paced environment
• Ability to follow and understand complex documentation
• Strong technical troubleshooting and customer service skills
• Strong verbal and written communication skills

Benefits:

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO