Help Desk Analyst

Description As a Help Desk Analyst, you will provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. You’ll troubleshoot connectivity issues, resolve hardware/software problems, and escalate complex issues to senior engineers. This role requires strong communication skills, technical aptitude, a willingness to learn, and a customer-first mindset.

Requirements

-Respond to inbound support requests via phone, email, and Salesforce ticketing system.

-Diagnose and resolve issues related to:

-Internet connectivity (fiber or wireless) -Network hardware (wireless access points, switches, firewalls/routers) -Windows, Microsoft Office 365, and common business applications -VoIP systems and remote access tools -Escalate unresolved issues to Tier 2/3 or Systems Engineers as needed. -Document all support interactions and resolutions in the ticketing system. -Monitor system alerts and proactively address potential issues. -Assist with onboarding/offboarding of MSP clients (user accounts, permissions, devices). -Provide excellent customer service and maintain a high level of client satisfaction.