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 multiple ticketing systems such as ServiceNow, FreshService and Zendesk
Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system
Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta
Provide support for Multifactor Authentication, SSO Applications and VPN technologies
Support various 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 (DL) 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 including permissions, site access, and group membership

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 from 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 common hardware, software, and technologies: 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
College or technology school degree preferred

Equal opportunity employer that is committed to diversity and inclusion in the workplace
Professional development opportunities

Service Desk Analyst

Key skills