Help Desk Analyst: Tier 1-2 Support & Connectivity

Intermax Networks

Coeur d'Alene (ID)

On-site

USD 42,000 - 54,000

Full time

6 days ago

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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.