Help Desk Analyst

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.