Remote IT Support Analyst: Windows & 365 Expert

SCS Global Services; Emeryville (CA); Remote; USD 75.000 - 80.000; Vollzeit

Zusammenfassung

SCS Global Services is seeking a seasoned Support Analyst to provide Level 1/2 IT support for enterprise desktop and web platforms, including Microsoft 365, in a remote work setup. You will collaborate with the IT Operations team to enhance user experience and productivity.

Ideal candidates bring 5+ years in tech support, strong Windows and AD expertise, and the ability to explain complex concepts to non-technical users while maintaining documentation and high customer satisfaction.

Qualifikationen

• 5+ years of professional experience in a technology helpdesk or support role.
• Expert level understanding of Windows operating systems.
• Proficient diagnosing issues across hardware, software and networks.
• Strong communication, customer service, and documentation skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with ITSM platforms and remote administration tools.

Aufgaben

• Serve as primary contact to resolve technical issues.
• Provide level 1/2 IT support for a broad range of systems.
• Onboard and orient new users to IT systems.
• Oversee 3rd party IT services and vendors.
• Collaborate with IT Operations to improve processes and documentation.
• Manage user accounts and access provisioning.
• Monitor monthly metrics to identify improvement areas.
• Create knowledge base articles and maintain procedures.
• Support and maintain Microsoft 365, SharePoint, Teams, and related apps.

Kenntnisse

Strong communication

Customer-focused

Explain technical concepts

Organization & prioritization

Team collaboration

Ausbildung

Relevant certifications: A+/Network+, MSDST, MCTS, ITIL

Tools

Windows OS

Active Directory/Azure AD

Office 365 administration

MEM/Intune

Autopilot

SharePoint/OneDrive/Teams

Citrix ShareFile

Salesforce

PowerShell

ITSM (Fresh Service)

Jobbeschreibung

SCS Global Services is seeking a seasoned Support Analyst to provide Level 1/2 IT support for enterprise desktop and web platforms, including Microsoft 365, in a remote work setup. You will collaborate with the IT Operations team to enhance user experience and productivity.

Ideal candidates bring 5+ years in tech support, strong Windows and AD expertise, and the ability to explain complex concepts to non-technical users while maintaining documentation and high customer satisfaction.