Technical Service Analyst

We are seeking a customer-focused Technical Service Analyst to provide onsite and remote technical support for end users in a professional enterprise environment. This role serves as the primary point of contact for IT-related issues, delivering exceptional customer service while troubleshooting hardware, software, account access, and Microsoft technology challenges. The ideal candidate combines strong technical troubleshooting skills with a polished, service-oriented approach. Success in this role requires the ability to support users both in person and through phone, email, chat, and ticketing systems while maintaining high standards of professionalism and responsiveness. Key Responsibilities Provide Tier 1/Tier 2 technical support for end users Troubleshoot Windows, Microsoft 365, Outlook, Teams, and account access issues Support Active Directory / Entra ID user administration Assist users with MFA solutions including Microsoft Authenticator, Cisco Duo, and similar platforms Manage and resolve incidents through an ITSM platform (ServiceNow, Freshservice, or similar) Deliver outstanding customer service to employees across all levels of the organization Maintain SLA compliance and ensure timely ticket resolution Create and maintain documentation, knowledge articles, and training materials Collaborate with remote IT teams to resolve escalated issues Identify opportunities to improve support processes and user experience Preferred Qualifications 2+ years of Help Desk, Service Desk, Desktop Support, or Technical Support experience Experience supporting Microsoft 365 environments Familiarity with Active Directory, Entra ID (Azure AD), and Microsoft Intune Experience with ServiceNow, Freshservice, or similar ticketing systems Understanding of MFA technologies and end-user security support Strong communication, customer service, and problem-solving skills Ability to work independently and manage a highly visible support environment What Makes Someone Successful Professional and polished communication style Strong customer-service mindset with a \"white glove\" approach to support Ability to build relationships with users and leadership alike Comfortable handling technical issues while maintaining a positive user experience Self-motivated, dependable, and able to take ownership of support responsibilities EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io. Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. Privacy Notice Vaco by Highspring and its parents, affiliates, and subsidiaries (\"we,\" \"our,\" or \"Vaco by Highspring\") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here ( Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring. Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses. #J-18808-Ljbffr Vaco