Sr. Analyst, Enterprise Service Desk

📋 Description

• Lead IT support for customer-facing cloud environments, on-prem infrastructure, and telephony
• Resolve escalated tickets and guide aging/complex issues to minimize client disruption.
• Mentor and coach team members to elevate support capabilities.
• Assist clients with design/implementation of desktop, mobile, networking, servers, storage, and
• Collaborate with vendors to resolve software/hardware issues and maintain documentation.
• Participate in on-site support, after-hours work, and on-call rotations as needed with supervisor

🎯 Requirements

• Associates degree in technology or equivalent experience; 3+ years IT support in Microsoft
• Certifications: Network+, Server+, Windows Server 70-410, 98-365 or equivalent.
• Knowledge of Windows Server 2012/2016/2008, Active Directory, SQL, Exchange, SharePoint, backups.
• Experience with VMware, Citrix, VPN, and Terminal Services; familiar with VoIP hardware/software.
• Excellent problem solving, communication, and client relationship skills; MSP experience preferred.