Level 1 Service Desk|| Remote
Level 1 Service Desk Analyst Remote 8+ month contract 10-7 CST remote shift Must have VDI, IAM, Azure Active Directory. O365 applications
Job Description
RESPONSIBILITIES Technical Troubleshooting & Analysis Identity & Access Management: Troubleshoot identity issues beyond simple password resets; manage user accounts in Active Directory and Azure Active Directory, including unlocking accounts, managing security group membership, and resolving Multi-Factor Authentication (MFA) sync failures. Network Diagnostics: Perform first-level network troubleshooting in an enterprise environment. Diagnose LAN/WAN connectivity issues by isolating faults between the ISP, local hardware, and VPN client configuration. Application & VDI Support: Provide support for standard software/applications and various insurance management systems. specific focus on resolving incidents within O365 applications (Teams, Outlook, OneDrive) and troubleshooting Virtual Desktop Infrastructure (VDI) latency or connection drops. Hardware Root Cause Analysis: Provide support for PCs and peripherals such as printers. Perform triage on hardware malfunctions (docking stations, monitors, USB conflicts) to determine if issues can be resolved via driver updates/configuration or require warranty replacement. Operational Excellence & Documentation Ticket Lifecycle Management: Utilize the company’s ticket tracking system to document customer contacts, issues, and requests. Ensure all tickets contain detailed troubleshooting steps, error codes, and logic used before resolving or escalating. Escalation & Resolution: Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues. Achieve first call resolution whenever possible by utilizing technical skills and the IT knowledgebase. Knowledge Sharing: Share knowledge with customers and colleagues by submitting detailed knowledge articles for publication to help reduce recurring incidents. Service Level Adherence: Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement (SLA) expectations. QUALIFICATIONS Experience: 1-2 years of relevant experience in an IT support role. Certifications: HDI SCA or CSR, Network+ and/or A+ Certification preferred. Core Technical Skills Strong understanding of common desktop operating systems, software, and hardware products. Proficiency with VDIs and O365 applications. Solid understanding of Active Directory and/or Azure Active Directory. Network Knowledge: Experience performing basic network troubleshooting in an enterprise environment is required. Bonus Skills: Basic understanding of Microsoft Exchange is a plus. Top 3 Required Skills - #1 Strong understanding of common desktop operating systems, software, and hardware products Top 3 Required Skills - #2 Proficiency with VDIs and O365 applications• Network Knowledge, Experience performing basic network Top 3 Required Skills - #3 Solid understanding of Active Directory and/or Azure Active Directory