Help Desk Analyst
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Key details
- Location
- Coeur d'Alene, ID, United States
- Work style
- Onsite
- Level
- Mid level
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 2w ago
Skills
About the role
Description
As a Help Desk Analyst, you will provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. You’ll troubleshoot connectivity issues, resolve hardware/software problems, and escalate complex issues to senior engineers. This role requires strong communication skills, technical aptitude, a willingness to learn, and a customer-first mindset.
Requirements
-Respond to inbound support requests via phone, email, and Salesforce ticketing system.
-Diagnose and resolve issues related to:
-Internet connectivity (fiber or wireless)
-Network hardware (wireless access points, switches, firewalls/routers)
-Windows, Microsoft Office 365, and common business applications
-VoIP systems and remote access tools
-Escalate unresolved issues to Tier 2/3 or Systems Engineers as needed.
-Document all support interactions and resolutions in the ticketing system.
-Monitor system alerts and proactively address potential issues.
-Assist with onboarding/offboarding of MSP clients (user accounts, permissions, devices).
-Provide excellent customer service and maintain a high level of client satisfaction.
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