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Senior Service Desk Analyst- Night Shift

1 month ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Active Directory Azure macOS
Apply Now
Coretek

Coretek

Coretek specializes in providing high-performance consulting, managed services, and security solutions as a leading Microsoft Azure Cloud Provider in the United States, focusing on addressing complex business challenges through innovative AI-driven tec...

Internet Software & Services
51-250
Founded 2005
View All Jobs 6

Description

  • Provide 2nd line service desk support for client IT incidents and requests, including Microsoft 365 and Office 365 administration.
  • Resolve virtual and physical endpoint issues, including Citrix, hardware, software, and peripheral problems.
  • Research, troubleshoot, and respond to complex technical incidents received by phone, email, and submitted requests.
  • Act as an escalation point for junior analysts and other technical problems.
  • Accept, log, and manage internal and external client calls from first contact through resolution.
  • Work to achieve first call resolution whenever possible.
  • Administer and support virtual and physical endpoints and systems using available tools.
  • Escalate incidents and requests to the appropriate technical teams when additional troubleshooting is needed.
  • Track incidents and requests through their full lifecycle to ensure closure within agreed service levels.
  • Update the knowledge base with new articles and revisions to existing documentation.
  • Assist with cross-training and mentoring of other Service Desk team members.

Requirements

  • 3–4 years of Service Desk experience in a medium-to-large operational environment supporting multiple clients and systems.
  • Advanced understanding of Windows and Mac operating systems.
  • Proficient knowledge of Active Directory tools and processes.
  • Basic knowledge of networking frameworks.
  • Network+, A+, or Security+ certification required.
  • ITIL v4 Foundations certification required.
  • MS900 or AZ900 certification preferred.
  • Availability to work a 7 p.m. to 7 a.m. shift on alternating weeks, including Wednesday through Saturday and Thursday through Saturday schedules.

Interested in this position?

Apply directly on the company website

Apply Now

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