Help Desk Analyst

Intermax Networks; Coeur d'Alene (ID); On-site; USD 42,000 - 54,000; Full time

Job summary

Intermax Networks is seeking a Help Desk Analyst to provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. The role will troubleshoot connectivity issues, resolve hardware/software problems, and escalate complex issues to senior engineers.

Strong communication, technical aptitude, and a customer-first mindset are essential. Responsibilities include handling inbound requests via phone, email, and Salesforce, documenting interactions, monitoring

Qualifications

• Respond to inbound support requests via phone, email, and Salesforce ticketing system.
• Diagnose and resolve issues related to Internet connectivity, network hardware, Windows/Office 365, and VoIP systems.

Responsibilities

• Respond to inbound support requests via phone, email, and Salesforce ticketing system.
• Diagnose and resolve issues related to: Internet connectivity (fiber or wireless), Network hardware (wireless APs, switches, firewalls/routers), Windows, Office 365, and common business applications.
• Escalate unresolved issues to Tier 2/3 or Systems Engineers as needed.
• Document all support interactions and resolutions in the ticketing system.
• Monitor system alerts and proactively address potential issues.
• Assist with onboarding/offboarding of MSP clients (user accounts, permissions, devices).
• Provide excellent customer service and maintain a high level of client satisfaction.

Skills

Customer service

Communication skills

Technical aptitude

Willingness to learn

Tools

Salesforce

Windows

Office 365

Job description

DescriptionAs a Help Desk Analyst, you will provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. You’ll troubleshoot connectivity issues, resolve hardware/software problems, and elevate complex issues to senior engineers. This role requires strong communication skills, technical aptitude, a willingness to learn, and a customer-first mindset.

DescriptionAs a Help Desk Analyst, you will provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. You’ll troubleshoot connectivity issues, resolve hardware/software problems, and escalate complex issues to senior engineers. This role requires strong communication skills, technical aptitude, a willingness to learn, and a customer-first mindset. Requirements

• Respond to inbound support requests via phone, email, and Salesforce ticketing system.
• Diagnose and resolve issues related to:
• Internet connectivity (fiber or wireless)
• Network hardware (wireless access points, switches, firewalls/routers)
• Windows, Microsoft Office 365, and common business applications
• VoIP systems and remote access tools
• Escalate unresolved issues to Tier 2/3 or Systems Engineers as needed.
• Document all support interactions and resolutions in the ticketing system.
• Monitor system alerts and proactively address potential issues.
• Assist with onboarding/offboarding of MSP clients (user accounts, permissions, devices).
• Provide excellent customer service and maintain a high level of client satisfaction.