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. Your responsibilities will include 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. Additionally, you will triage and troubleshoot complex end-user support issues, act as an escalation resource for Level 1 support, execute first attempts to resolve customer calls, troubleshoot end-user hardware, operating systems, and remote access, and investigate technical issues across various datacenter and cloud technologies. You will also handle User Account Management tasks, including the creation/deletion of user accounts, password resets, and group membership management. It is essential to adhere to existing best practice guides, Standard Operating Procedures, and work instructions, detailed note-taking of troubleshooting steps, and 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 is mandatory, along with excellent troubleshooting and problem resolution skills. You should be able to think and act independently when faced with new or undocumented issues, determine the root cause of issues across different platforms, and be adept with Microsoft admin centers such as 365 Admin Center, Exchange Admin Center, and InTune Admin Center. Additionally, a working knowledge of Azure Services like Privileged Identity Management (PIM) and Azure Virtual Desktop is required, along with expertise in supporting Windows Server OS, Azure/M365, Exchange, SharePoint, OneDrive, Teams, and more. Furthermore, you must be a clear and concise communicator, confident in your abilities, and capable of performing tasks with minimal guidance. Proficiency in English, both written and verbal, and the ability to understand technical documentation such as Knowledgebase Articles (KBAs) and Standard Operation Procedures (SOPs) are essential. Experience with ServiceNow or similar ITSM/Ticketing platforms is also 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.,
