Enterprise Service Desk Analyst (FS)
Summary
Provide first- and second-level IT support for Microsoft 365, Active Directory, Intune, Azure, and networking, troubleshooting issues and managing user accounts to keep systems secure and running smoothly.
This is a remote position.
SUMMARY
We are seeking a detail-oriented and client-focused Enterprise Service Desk Analyst to join our team. This role provides frontline support for Microsoft 365, Active Directory, Intune, Azure, and networking functions while ensuring stable, secure, and optimized systems for end users. The position requires strong troubleshooting skills, effective communication with clients, and the ability to deliver high-quality support in a fast-paced environment.
JOB RESPONSIBILITIES
- Provide first and second-level support for Microsoft 365, Active Directory, Intune, and Azure.
- Troubleshoot and resolve issues related to Windows Servers, DNS, DHCP, and TCP/IP.
- Support client onboarding/offboarding processes, including user account and permissions management.
- Monitor systems, perform patching, and apply preventative maintenance.
- Document incidents, requests, resolutions, and technical processes accurately.
- Escalate complex issues to senior engineers or specialized teams as needed.
- Assist in the implementation of security initiatives, including MFA and endpoint protection.
- Provide professional, client-facing communication to ensure positive end-user experiences.
- Contribute to projects, migrations, and system improvements as required.
QUALIFICATIONS
- Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
- Minimum 3 years of IT experience (2 years acceptable with strong certifications).
- Technical proficiency in:
- Microsoft 365
- Active Directory
- Intune
- Azure
- Networking fundamentals (DNS, DHCP, TCP/IP)
- Microsoft certifications required: MS-900, AZ-900, AZ-104.
- Strong client-facing communication skills with the ability to explain technical issues to non-technical users.
- Prior experience in MSP or enterprise environments highly preferred.
JOB REQUIREMENTS
Must-Have Skills:
- Microsoft 365 administration and troubleshooting
- Active Directory account and group management
- Intune device and policy management
- Azure administration (Entra ID, Azure AD)
- Networking fundamentals
Nice-to-Have Skills:
- VMware administration
- MFA platforms (e.g., Duo, Okta, Microsoft MFA)
- Endpoint security and antivirus management
- Multi-tenant environment support
- Mac OS support
Attributes:
- Strong problem-solving, documentation, and time-management skills.
- Ability to work both independently and collaboratively within a team.
- Proactive, adaptable, and flexible in dynamic environments.
