Service Desk Analyst

Superior Support Resources, Inc.•Brookfield, WI

3d•Onsite

About The Position

SSR Total IT is seeking a Service Desk Analyst to be the first point of contact for their clients, triaging, troubleshooting, and resolving day-to-day technical issues. This role is crucial as the front door to the company's services, interacting with over 170 small and mid-sized businesses and 3,000+ end users. The analyst will work across various technologies including desktops, core networking, Microsoft 365, and business applications, collaborating with internal teams like the NOC and Engineering. The company emphasizes a culture built on five values: Client Driven, Elevate Others, Do the Right Thing, Thirst for Knowledge, and Professionalism. This position offers a clear career path into NOC and Engineering roles.

Requirements

2+ years of experience in a technical Help Desk or IT support environment
Windows 10/11, Microsoft Office, Active Directory, Microsoft 365, macOS, and Google Workspace experience
Working knowledge of DNS, VPNs, Remote Desktop Services (RDS), and networked printers
Networking fundamentals, including LAN troubleshooting and recognizing when WAN issues are impacting service
Strong communication skills and the ability to explain technical issues in plain language
Strong problem-solving, time management, and prioritization skills in a fast-paced environment

Nice To Haves

Associate degree in IT or equivalent from a two-year college or technical school
Certifications (CompTIA A+, Network+, Security+, Microsoft, Google IT Support, etc.)
Experience with MFA, endpoint protection, phishing prevention, password management, backup, monitoring, patching, and identity management tools

Responsibilities

Serve as the first point of contact for client support requests, triaging and prioritizing tickets and escalating as needed
Monitor phones, ticket queues, and dashboards, responding to clients in a timely and professional way
Provide remote support for desktops, laptops, servers, networking, switches, firewalls, and related infrastructure
Handle system setup, imaging, software installation, staging, and deployment
Coordinate escalations between the Service Desk, NOC, Field Engineering, and other internal teams
Document resolutions and contribute to our internal knowledge base
Spot ticket trends and recurring issues and recommend improvements to leadership
Provide after-hours support as required