Level 2.5 Helpdesk Analyst

This is a remote position.

SUMMARY

We're seeking a dependable, tech-savvy Helpdesk Analyst to join our support team. In this role, you’ll serve as a key point of contact for our clients, handling more advanced issues along with basic troubleshooting. You’ll work alongside a collaborative team, escalating only the most complex problems while owning the rest from start to finish.

This role is ideal for a proactive IT professional with strong troubleshooting abilities who can communicate complex technical issues in simple terms. If you enjoy variety in your work, interacting with clients, and working in a variety of systems, we’d love to hear from you!

JOB RESPONSIBILITIES

• Provide support for end users via phone, email, and remote tools
  
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 apps, printers, and common business software
  
• Support basic networking issues such as connectivity, VPN, and DNS problems
  
• Handle user onboarding/offboarding including email setup, permissions, and workstation configuration
  
• Collaborate with other team members to ensure quick resolution and knowledge sharing
  
• Troubleshoot firewalls, switches, and other networking equipment.
  
• Follow and implement security best practices across client environments.
  
• Communicate effectively with clients, ensuring technical solutions are explained in clear, non-technical terms.
  
• Maintain detailed documentation of work performed in ticketing and documentation systems.
  
  

QUALIFICATIONS

• Minimum of 3 years of experience working as a Helpdesk Analyst. MSP experience is preferred.
  
• Strong expertise in Windows desktop operating systems 10/11.
  
• Deep experience working with Microsoft 365, Azure AD, Intune, and related cloud services.
  
• Solid understanding of firewalls (Meraki, SonicWall, etc.), switches, and networking fundamentals. The ability to troubleshoot networking issues.
  
• Experience with RMM tools, PSA systems, and IT automation.
  
• Ability to communicate complex IT concepts in layman’s terms. 
  

Bonus Qualifications (Preferred but Not Required):

• Industry certifications (Microsoft, Cisco, CompTIA, or similar).
  
• Knowledge of scripting (PowerShell, Python, etc.).
  
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.