Help Desk Analyst

DescriptionAs 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.

RequirementsRespond 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 applicationsVoIP systems and remote access toolsEscalate 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.