Service Desk Analyst

We are seeking a highly capable Service Desk Analyst who will be responsible for inbound calls and tickets from employees. This Level 2 position will require the ideal candidate to identify and resolve questions relating to issues with opening applications, printers, connectivity to different systems, new user onboarding, existing user offboarding, and many other tasks. The Service Desk Analyst will spend the majority of their day performing remote support and composing knowledge base articles, while working from our Athol MA location.

The ideal candidate will take an empathetic approach when communicating with customers, and relay technical questions and solutioning in a patient, polished and professional manner.

• Act as the primary point of contact for support inquiries through calls or emails; efficiently create tickets and manage escalations.
• Provide on-site support, ensuring streamlined operations and building strong client rapport.
• Actively engage with the remote team members, contributing to and benefiting from the collective expertise.
• Offer a blend of on-site and remote support, including but not limited to configuring Outlook and One Drive, printers, and resolving networking issues.
• Efficiently manage tickets, monitor ongoing cases, ensure timely resolutions, and maintain transparent communication with clients.
• Maintain and update client information in Fresh service and Ninja One.
• Work closely with team members to refine skills and address more complex issues.
• Contribute to and update knowledge base articles, enhancing the collective intelligence of the Managed Services team.

• 2+ years of experience in IT service desk and customer service.
• Familiarity with network devices and Microsoft 365.
• Proficiency in Windows 10/11, Microsoft Office Suite, Microsoft Teams, SharePoint, basics of networking.
• Experience with service desk ticketing systems, such as Fresh service, Autotask, Service Now and RMM’s such as Datto, Connectwise and Ninja One.

Exceptional communication skills, empathy, strong organizational skills, and the ability to manage time and multitask effectively.

Relevant certifications such as ComTIA A+, N+, Security +