Job
Description
As an Analyst at AHEAD, you will be an integral part of the Managed Services team, providing essential system support for desktop hardware, operating systems, and applications. Your role will involve handling daily tasks such as installation, modifications, troubleshooting system and end-user issues, and serving as the primary point of contact for customers regarding monitoring and job scheduling within the customer environment. You will also be responsible for managing user accounts, performing limited desktop maintenance, conducting research, and developing effective solutions while considering operational policies and information assurance requirements. - Taking client phone calls from the US and other countries - Opening Incident or Request tickets - Actively monitoring the ticket queue to identify, classify, and respond to incidents and requests proactively - Triage and troubleshoot complex end-user support issues - Acting as an escalation resource for Level 1 support - Executing first attempts to resolve customer calls - Troubleshooting end-user hardware, operating systems, and remote access - Investigating technical issues across various datacenter and cloud technologies - Handling User Account Management tasks, including the creation/deletion of user accounts, password resets, and group membership management - Adhering to existing best practice guides, Standard Operating Procedures, and work instructions - Detailed note-taking of troubleshooting steps - Fulfilling administrative duties to support Service Desk operations effectively To excel in this role, you should possess: - At least 5 years (preferably 6+) of Help Desk/Service Desk experience, particularly at the enterprise level - Prior experience with G Suite/Google Workspace - Excellent troubleshooting and problem resolution skills - Ability to think and act independently when faced with new or undocumented issues - Determining the root cause of issues across different platforms - Adept with Microsoft admin centers such as 365 Admin Center, Exchange Admin Center, and InTune Admin Center - Working knowledge of Azure Services like Privileged Identity Management (PIM) and Azure Virtual Desktop - Expertise in supporting Windows Server OS, Azure/M365, Exchange, SharePoint, OneDrive, Teams, and more You must also be: - A clear and concise communicator - Confident in your abilities - Capable of performing tasks with minimal guidance - Proficient in English, both written and verbal - Able to understand technical documentation such as Knowledgebase Articles (KBAs) and Standard Operation Procedures (SOPs) - Experience with ServiceNow or similar ITSM/Ticketing platforms is preferred AHEAD values diversity, inclusivity, and continuous learning. With benefits such as Medical, Dental, and Vision Insurance, 401(k) options, paid company holidays, time off, parental and caregiver leave, and more, AHEAD provides a supportive and enriching work environment. Join us in driving digital transformation and fostering a culture of innovation and empowerment.,
