Service Desk Analyst

Job Description

Job Description

Job Summary

We seek a proactive and customer-oriented Level 1 Help Desk Technician to join our growing Managed Service Provider (MSP) team. In this role, you will be the first point of contact for clients seeking technical assistance over the phone, via email, or through our ticketing system. You will diagnose, troubleshoot, and resolve a range of hardware, software, and network issues while ensuring a high level of customer satisfaction. This position is ideal for someone looking to expand their skills in a fast-paced IT environment.

Key Responsibilities

• Primary Support Contact : Provide first-level support for all client inquiries, managing requests through phone, email, and ticketing systems.
• Troubleshooting : Diagnose and resolve basic technical issues related to desktops, laptops, printers, mobile devices, applications, and networks.
• Ticket Management : Log all requests, incidents, and solutions in the MSP’s ticketing system, ensuring accurate record-keeping and proper ticket closure.
• Remote Support : Use remote access tools to troubleshoot client systems and resolve issues efficiently.
• Escalation : Identify complex issues that require escalation to higher-level technicians or specialized teams and ensure a smooth handoff.
• Documentation : Maintain thorough documentation of troubleshooting steps, solutions, and client-specific configurations.
• Monitoring : Assist in monitoring client environments using MSP tools and escalate any system alerts or anomalies as needed.
• Client Communication : Maintain clear and regular communication with clients, providing updates on ticket status and ensuring a high level of customer service.
• Knowledge Base Contribution : Contribute to and maintain internal and client-facing knowledge base articles.
• Basic IT Setup and Maintenance : Assist with setting up new equipment, such as desktops, laptops, phones, and basic network configurations.

Qualifications & Skills

• Education : High school diploma or equivalent required. A degree in IT, Computer Science, or a related field is a plus.
• Certifications : A+, Network+, or other relevant certifications are preferred.
• Experience : 2-5 years of experience in an IT support role, preferably within an MSP or IT service environment.
• Technical Skills :
• • Basic knowledge of Windows OS, macOS, and Linux (preferred)
  • Understanding of Active Directory, Office 365, and basic network troubleshooting
  • Familiarity with remote support tools and ticketing systems
  • Experience with basic hardware troubleshooting (PCs, laptops, printers, etc.)
• Communication : Strong verbal and written communication skills; ability to explain technical concepts to non-technical users.
• Problem Solving : Ability to troubleshoot and resolve common IT issues efficiently and accurately.
• Customer Service : Excellent customer service skills and ability to work in a fast-paced, team-oriented environment.
• Time Management : Ability to manage multiple tickets and tasks simultaneously, while meeting client SLAs and deadlines.

Preferred Qualifications

• Previous experience in an MSP environment is highly desirable.
• Familiarity with RMM (Remote Monitoring and Management) tools.
• Basic understanding of ITIL processes.

Work Environment

• Full-time, in-office, on-site or hybrid depending on client requirements.
• Potential for on-call rotations for after-hours support.

Benefits :

• Competitive salary
• Health, dental, and vision insurance
• 401(k) plan
• Opportunities for professional development and certification reimbursement

Corserva is a privately held national Managed IT Service Provider headquartered in Trumbull, CT, with a large facility in Orlando, FL selling nationally.
Corserva is a leading provider of managed IT services to enterprise and mid-market accounts. We cover all aspects of our clients’ IT needs including lifecycle management, managed services, managed security, and business continuity.
Our two technical services centers, located in Trumbull CT and Orlando FL, contain HIPAA and PCI compliant data and operations support centers. From these centers, we provide managed hosting, private cloud, network operations, business continuity, user support and security operations services.

Company Description

Corserva is a privately held national Managed IT Service Provider headquartered in Trumbull, CT, with a large facility in Orlando, FL selling nationally. \rCorserva is a leading provider of managed IT services to enterprise and mid-market accounts. We cover all aspects of our clients’ IT needs including lifecycle management, managed services, managed security, and business continuity.\rOur two technical services centers, located in Trumbull CT and Orlando FL, contain HIPAA and PCI compliant data and operations support centers. From these centers, we provide managed hosting, private cloud, network operations, business continuity, user support and security operations services.