Remote Service Desk Analyst - Escalation Owner

ROBO; United States; A distancia; USD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance bonus up to $5K

Medical, Dental, and Vision Insurance

401(k) with company match

Paid Time Off and Holidays

Parental Leave

Jury Duty Leave

Professional Development Assistance

Certification Bonus Program

Mileage Reimbursement

Descripción de la vacante

ROBO is seeking a skilled Service Desk Analyst to join our fully remote team, taking ownership of escalated IT issues across Microsoft 365, Windows desktop and server environments, and network infrastructure. The role emphasizes structured troubleshooting, documentation, and delivering resolutions while collaborating with service teams.

The position requires 4+ years in IT support, MSP experience, and strong English communication. Occasional travel to Southlake/Dallas is expected.

Formación

• 4+ years of recent experience in IT support, preferably within an MSP environment.
• Proven experience handling escalated technical issues across Microsoft 365, Windows desktop and server environments, and Microsoft Entra ID
• Strong working knowledge of networking fundamentals including routers, switches, firewalls, VPNs, and DNS
• Experience troubleshooting complex issues independently with minimal supervision
• Familiarity with MSP toolsets such as HaloPSA, Ninja RMM, and ITGlue preferred
• Strong written and verbal English communication skills with the ability to clearly document troubleshooting steps and client communication
• High level of accountability, attention to detail, and ability to manage multiple priorities in a structured environment
• Relevant certifications such as CompTIA Network+, Microsoft certifications, or equivalent experience preferred

Responsabilidades

• Serve as a primary escalation resource for complex technical issues across M365, Windows, and network environments.
• Take ownership of escalated tickets and drive issues through to full resolution.
• Perform structured troubleshooting and thorough documentation of steps taken.
• Collaborate with Service Desk technicians and internal teams; contribute to knowledge base and process improvements.
• Occasionally travel to client sites in the Southlake/Dallas area as needed.

Conocimientos

IT support

Escalation handling

Microsoft 365

Windows desktop

Windows server

Networking basics

Troubleshooting independently

MSP tools (HaloPSA, NinjaRMM, ITGlue)

English communication

Certifications (CompTIA Network+, MS)

Herramientas

HaloPSA

NinjaRMM

ITGlue

Descripción del empleo

ROBO is seeking a skilled Service Desk Analyst to join our fully remote team, taking ownership of escalated IT issues across Microsoft 365, Windows desktop and server environments, and network infrastructure. The role emphasizes structured troubleshooting, documentation, and delivering resolutions while collaborating with service teams.

The position requires 4+ years in IT support, MSP experience, and strong English communication. Occasional travel to Southlake/Dallas is expected.