Sr. Analyst, Service desk (Google Workspace/G Suite)

As an Analyst at AHEAD, you will be an essential member of the Managed Services team, providing daily system support for desktop hardware, operating systems, and applications. Your responsibilities will include troubleshooting system and end user problems, acting as the primary contact for customers, managing user accounts, and performing limited desktop maintenance. You will research and develop effective solutions in alignment with operational policies and information assurance requirements. Your daily tasks will involve taking client phone calls from the US and other countries, opening Incident or Request tickets, actively monitoring the ticket queue, and triaging and troubleshooting complex end user support issues. You will also be responsible for performing User Account Management (UAM) and Identity Access Management (IAM), escalating issues as needed, and investigating technical issues across a diverse range of datacenter and cloud technologies. To excel in this role, you should have at least 5 years of Help Desk/Service Desk experience, preferably at the enterprise level. Prior experience with G Suite / Google Workspace is mandatory. You must possess excellent troubleshooting and problem resolution skills, the ability to work independently when faced with new challenges, and the capability to determine the root cause of issues across various platforms. Proficiency in Windows 10/11 OS, Microsoft admin centers (365 Admin Center, Exchange Admin Center, Entra Admin Center, Intune Admin Center), and Azure Services (Privileged Identity Management, Azure Virtual Desktop, Compute Infrastructure) is essential. You should also have experience supporting Windows Server OS, Azure/M365, Partner Center, and other related technologies. In addition to technical skills, clear and concise communication, confidence in decision-making, and the ability to work with minimal guidance are key attributes for success in this role. Proficiency in English, both written and verbal, as well as the ability to understand technical documentation, are also required. At AHEAD, we prioritize diversity and inclusion, providing opportunities for growth through top-notch technologies, cross-department training, certifications, and continuous learning. Our comprehensive benefits package includes medical, dental, and vision insurance, 401(k), paid company holidays, parental and caregiver leave, and more. Join us at AHEAD to be part of a dynamic team that values diversity, innovation, and continuous development.,