Help Desk Analyst

Intermax Networks•Coeur d'Alene, ID

About The Position

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

Tier 1 and Tier 2 technical support experience
Troubleshooting connectivity issues
Resolving hardware/software problems
Strong communication skills
Technical aptitude
Willingness to learn
Customer-first mindset
Experience with Salesforce ticketing system
Experience with Internet connectivity (fiber or wireless)
Experience with Network hardware (wireless access points, switches, firewalls/routers)
Experience with Windows, Microsoft Office 365, and common business applications
Experience with VoIP systems and remote access tools

Responsibilities

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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