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Analyst, Enterprise Service Desk
ScalableOS. Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and resolving IT-related issues, including desktop, software, network, and hardware support. Proficient in maintaining documentation and providing excellent customer service in a fast-paced environment.
Highest-signal resume keywords
Microsoft Environments ExperienceNetwork+ CertificationSecurity+ CertificationWindows Operating Systems KnowledgeRemote Troubleshooting Tools Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingDesktop SupportSoftware InstallationNetwork ConfigurationVirus DetectionData RestorationBackup Technologies KnowledgeBasic Networking ConceptsOperating Systems InstallationDocumentation Skills
Soft Skills
Excellent CommunicationCustomer Service SkillsAttention to DetailAdaptabilityTeam Collaboration
Tools & Technologies
VMWareCitrixVPNTerminal ServicesMicrosoft Office SuiteCloud ApplicationsTicketing SystemRemote Desktop Applications
Certifications & Qualifications
Associate's Degree in TechnologyNetwork+Security+
Industry Keywords
MSP ExperienceCybersecurity Best PracticesIT Resource UsageDNSDHCPE-mail IssuesCommunication Issues
Tech Stack
Tools & technologiesCitrixCloudCyber SecurityDNSVMware
About the role
Key responsibilities & impact- Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system
- Remain logged into phone queues throughout the workday to ensure consistent client support
- Troubleshoot and resolve basic desktop, software, network, and hardware issues
- Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment
- Follow troubleshooting and escalation procedures for timely resolution or proper handoff to higher-tier support
- Maintain accurate documentation of support requests, solutions, and client interactions in the ticketing system
- Work with vendors to resolve software and hardware-related issues
- Install and configure operating systems, software applications, patches, and updates
- Perform basic virus detection, removal, and system security maintenance
- Monitor and address backup failures and assist with data restoration efforts
- Educate end-users on cybersecurity and IT resource usage best practices
- Assist with password resets, account provisioning, and access control
- Participate in an on-call rotation for after-hours support as needed
- Document and address technical issues and customer interactions, escalating as necessary
Requirements
What you’ll need- Associate's Degree in Technology or related field required
- 5 years of experience with Microsoft environments required
- 2 years of MSP specific experience preferred
- Network+ and Security+ certifications preferred
- Knowledge of VMWare, Citrix, VPN and Terminal Services
- Knowledge of backup technologies
- Knowledge of Internet/DNS/E-mail/Communication issues
- Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications
- Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations
- Familiarity with remote troubleshooting tools and remote desktop applications
- Ability to diagnose and resolve technical issues in a structured and efficient manner
- Excellent communication and customer service skills with a professional demeanor
- Strong documentation skills with attention to detail
- Ability to work independently and as part of a team in a fast-paced environment
- Adaptability to shifting priorities and willingness to learn new technologies
- Flexibility and adaptability for scheduled shift times
- Should be willing to accept a long-term work-from-home arrangement
- Should be amenable to a permanent night shift schedule
Benefits
Comp & perks- Remote position
- Long-term work-from-home arrangement
- On-call rotation for after-hours support as needed