Support Analyst — IT Help Desk / Service Desk

- Exceptional communication and customer service skills - Capacity to thrive in a fast-paced, collaborative environment - Solid understanding of Microsoft 365, Windows OS, and basic networking principles - Basic comprehension of IT security and remote assistance tools - CompTIA A+ and Security+ certifications must be obtained within 120 days of hiring (for Level I) - 2+ years of help desk or service desk experience preferred (MSP experience a plus) - CompTIA Network+ or Microsoft MS-900 certification is desirable - Familiarity with RMM/PSA tools (such as ConnectWise or AutoTask) recommended - For Level II: advanced communication and customer service abilities - Proven track record in managing technical escalations with minimal supervision - In-depth knowledge of endpoint security, MFA, and email threat management in SMB settings - Expertise in on-premises, hybrid, and cloud infrastructures including Active Directory and Microsoft 365 applications - CompTIA A+, Security+, and Network+ certifications must be obtained within 90 and 120 days of hiring respectively (for Level II) - 3+ years of IT support experience with proven Tier II skills preferred (MSP experience strongly preferred) - Relevant Microsoft certifications (AZ-900, MS-900, SC-300, or MD-102) are advantageous