Information Technology Support Specialist

Our client is seeking a Mid-Level Technical Service Desk Analyst to join their national IT support team.

This fully remote position will provide technical support to approximately 350 users across the U.S. and serve as a key escalation point for complex issues.

The ideal candidate will bring strong technical acumen in Microsoft environments, advanced troubleshooting skills, and a customer-focused approach to problem solving.

Key Responsibilities

• Serve as the first point of escalation for complex technical incidents and service requests.
• Provide remote phone-based support to end users, ensuring timely and effective issue resolution.
• Manage, prioritize, and resolve tickets using the Freshdesk service management platform.
• Perform incident diagnosis and resolution, escalating issues as necessary.
• Document solutions and contribute to internal knowledge base and support procedures.
• Support continual service improvement initiatives in line with ITIL best practices.
• Assist in developing and maintaining technical and process standards for the service desk.

Required Qualifications

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Minimum of 2 years of IT support experience, including escalated incident resolution.
• Proficiency in Microsoft 365, Azure, Intune, SharePoint, and Active Directory administration.
• Experience with IT service desk ticketing systems, preferably Freshdesk.
• Working knowledge of ITIL processes including Incident, Problem, and Service Level Management.
• Strong diagnostic, analytical, and communication skills.
• Certifications such as ITIL, HDI, A+, MCSA, or MCSE are preferred.
• Proven ability to create and maintain technical documentation.
• Excellent written and verbal command of the English language.

Preferred Skills and Experience

• ITIL 4 Managing Professional certification (strongly preferred).
• Experience with the following technologies:
• Microsoft Purview / Sensitivity Labels
• Microsoft PIM / Sentinel
• CrowdStrike
• Veeam
• VMware

Technical Environment

Freshdesk / Freshservice / Freshworks | Microsoft 365 | Azure | Intune | SharePoint | Active Directory | Windows Desktop & Server | Networking (Intermediate) | Putty | SSH

This is an excellent opportunity for a motivated IT professional seeking to contribute to a collaborative team, enhance service delivery, and support a growing national user base.