Service Desk Analyst

AGILIANT; United States; Remote; Full time

Job summary

AGILIANT is looking for a passionate Service Desk Engineer who excels in delivering IT support and creating exceptional user experiences. In this role, you will troubleshoot various IT challenges as the first point of contact, emphasizing communication and a customer-first approach, alongside ongoing learning and growth.

Benefits

Fully remote

Flexible PTO

100% employer paid medical/dental/vision

Qualifications

• At least 3 years in Service Desk or IT Support role.
• Experience supporting 1,000+ end users.
• Desire to learn new technologies.

Responsibilities

• Provide responsive IT support through various communication channels.
• Troubleshoot hardware and software issues.
• Document all support interactions accurately.

Skills

Customer Service Orientation

Communication Skills

Problem-solving

Troubleshooting Skills

Education

Associate's or Bachelor's degree in Information Technology or related field

Tools

Microsoft 365

Active Directory

Azure

VPN

Job description

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Direct message the job poster from AGILIANT

Transforming lives through Service, Technology and Philanthropy

About Us

We are a fast-paced Managed Services Provider (MSP) supporting multiple clients across various industries. Our team thrives on delivering high-quality IT solutions, managing complex environments, and executing cloud transformation projects.

Our Philosophy

Our organization is built on strong relationships. We are committed to family, trust, creativity, kindness, generosity, community, personal and professional balance. Our environment is built on growth and sustainable success through leadership, philanthropy and innovation. We support a culture which makes an impact in both business and community.

Requirements:

• At least 3 years of experience in a Service Desk or IT Support role
• Experience supporting 1,000+ end users or employees and/or mid-market companies.
• Strong customer service orientation and communication skills
• Experience supporting Windows operating systems, Microsoft 365, and remote access tools
• Ability to explain technical issues in clear, user-friendly terms to non-technical users
• Strong problem-solving and troubleshooting skills
• Excellent written documentation and follow-up skills
• Ability to manage multiple tasks and prioritize effectively in a high-demand environment
• Desire to learn new technologies and take initiative in skill development

Job Summary

We are seeking a Service Desk Engineer who is passionate about delivering exceptional IT support and creating a world-class experience for end users. As the first point of contact for technical issues, you will play a key role in troubleshooting and resolving a variety of IT challenges efficiently and professionally. This role emphasizes strong communication skills, technical problem-solving, and a customer-first approach.

If you thrive in a fast-paced environment, enjoy helping others, and are excited about learning and growing in your IT career, we’d love to hear from you.

Responsibilities

• Provide responsive, professional IT support to end users via phone, email, chat, and remote support tools
• Troubleshoot and resolve common issues related to hardware, software, networking, and user access
• Accurately document all support interactions and technical resolutions in the ticketing system
• Contribute to the development of internal knowledge base articles and user guides
• Escalate complex or unresolved issues to the appropriate teams with detailed documentation
• Follow predefined processes and procedures to ensure service delivery aligns with SLAs
• Maintain a strong security posture in all interactions and follow best practices for data and system protection
• Deliver excellent customer service and uphold a customer-first attitude at all times
• Support users with Microsoft 365, Active Directory, Azure, Entra ID, Intune, VPN, and other enterprise platforms
• Participate in ongoing training and skill development to stay current with technologies and best practices

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology or related field (or equivalent work experience)
• One or more of the following certifications is a plus:

oCompTIA A+

oITIL Foundation

oMicrosoft 365 Certified: Modern Desktop Administrator Associate

oHDI-CSR

Communication and Customer Service:

• Empathetic and patient with end users
• Strong attention to detail and commitment to follow-through
• Willingness to learn from feedback and grow professionally
• Positive, team-oriented mindset
• Comfortable working in a dynamic and evolving IT environment
• Sense of humor

Compensation

$20-25/hr (based on experience and qualifications)

Fully remote

Flexible PTO

100% employer paid medical/dental/vision

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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