This role focuses on delivering reliable remote technical support to end-users while maintaining the stability and security of IT systems. The analyst ensures efficient triage and resolution of helpdesk tickets, prioritizing timely incident management and consistent queue handling.
Key Responsibilities
- Manage and resolve service desk tickets with attention to priority, escalation paths, and resolution timelines
- Deliver remote support for software, hardware, and peripheral installations and configurations
- Support end-users with Microsoft 365 applications, including troubleshooting access and functionality issues
- Enforce IT security standards by maintaining up-to-date antivirus, SCCM compliance, and web filtering policies on all endpoints
- Support iOS and Android mobile devices, including configuration, access, and troubleshooting
- Handle multi-factor authentication (MFA) setup, enrollment, and issue resolution for user accounts
- Proactively identify infrastructure issues using monitoring tools, covering servers, network performance, backup systems, and bandwidth usage
- Diagnose and resolve hardware problems across client devices and infrastructure components
- Ensure project-related IT tasks are completed within defined deadlines and aligned with operational requirements
Technology Environment
The role operates within a secure, enterprise-grade environment utilizing SCCM, endpoint protection platforms, web filtering solutions, Microsoft 365, MFA systems, and network monitoring tools. Familiarity with mobile device management for both iOS and Android is essential.
