Help Desk Analyst

Superior Support Resources, Inc.•Brookfield, WI

6d•Onsite

About The Position

SSR Total IT is seeking a Service Desk Analyst to serve as the primary point of contact for client support requests within a fast-paced Managed Services Provider (MSP) environment. This role is responsible for delivering high-quality technical support through effective customer communication, troubleshooting, and use of SSR’s support tools and processes, while creating a positive and professional client experience. The Service Desk Analyst gathers and evaluates information through client conversations, remote support tools, and collaboration with internal SSR teams to diagnose and resolve issues.

Requirements

Experience configuring, supporting, and managing Windows desktops (Windows 10 and 11), Microsoft Office, Active Directory, Microsoft 365, macOS devices, and Google Workspace within enterprise or small to mid-sized business (SMB) environments.
Working knowledge of core IT services and tools, including DNS, VPNs, web browsers, Remote Desktop Services (RDS), and networked printers.
Ability to work independently with strong time management, organization, and prioritization skills.
Proven ability to multitask in a fast-paced IT environment while delivering high-quality customer service and collaborating effectively with a team.
Strong client-facing and communication skills, with the ability to explain technical concepts to non-technical users.
Solid analytical and problem-solving skills, performing well under pressure and within deadlines.
Working knowledge of networking concepts, including troubleshooting LAN connectivity issues and understanding when WAN-related issues are impacting service, with the ability to adapt quickly to new technologies and diverse client environments.

Nice To Haves

Associate degree (A. A. / A. S.) in IT or equivalent from two-year college or technical school.
Certifications such as CompTIA A+, Network+, Security+, Microsoft, or Google IT Support.
Two or more years of experience in a technical Help Desk or IT support environment.
Hands-on experience with technologies such as Multi-Factor Authentication, antivirus and endpoint protection, phishing prevention, password management, backup solutions, monitoring, patching, and identity management.

Responsibilities

Proactively triage and prioritize incoming tickets, assigning severity and escalating as appropriate to ensure a high-quality customer experience.
Monitor phones, ticket queues, and dashboards, responding to client requests in a timely, courteous, and professional manner.
Coordinate and manage escalations between the Help Desk, NOC, Field Engineering, and other internal teams.
Provide remote support for small to medium-sized businesses (SMBs), including desktops, laptops, servers, networking, switches, firewalls, and related IT infrastructure.
Perform system setup, imaging, software installation, staging, and deployment as needed.
Analyze, resolve, document, and track incidents and service requests from identification through resolution, ensuring clear communication and follow-up with clients and internal resources.
Maintain accurate documentation, including updating resolutions and contributing to internal knowledge bases.
Identify ticket trends and service barriers and communicate insights and improvement recommendations to the Managed Services Leader.
Stay current on technical knowledge and best practices required to support Help Desk services.
Provide after-hours support as required.
Adhere to SSR policies, procedures, confidentiality requirements, and the Code of Conduct, and perform other duties as assigned.