Information Technology Support Specialist

4 weeks ago

Danbury CT, United States Top Prospect Group Full time

The Service Desk Analyst serves as a frontline technical resource, providing prompt, professional, and customer-focused support to clients across a variety of environments. This role is responsible for handling Tier 1–2 incidents and requests, troubleshooting end-user issues, escalating complex problems, and ensuring exceptional service delivery on behalf of the MSP. Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates. Key Responsibilities: Act as the primary point of contact for client technical issues via phone, email, and ticketing system. Provide Tier 1–2 troubleshooting and resolution for Windows OS, macOS, O365, desktop hardware, printers, networking, mobile devices, and common business applications. Manage and triage incoming tickets; ensure timely updates, documentation, and closure in accordance with SLAs. Perform user account administration (Active Directory, Azure AD, O365), password resets, access provisioning, and group policy support. Install, configure, and support desktops, laptops, peripherals, and standard MSP toolsets (RMM, AV, backup, monitoring). Follow escalation procedures and collaborate with senior engineers when issues require advanced expertise. Participate in onboarding/offboarding tasks and workstation deployments. Maintain accurate documentation, SOPs, and knowledge base articles. Deliver excellent customer service with strong communication, professionalism, and follow-through. Contribute to continuous improvement of processes and service quality. Required Skills & Experience: 1–3+ years of service desk or IT support experience, ideally within an MSP environment. Strong knowledge of Windows OS, O365 administration, basic networking (DNS, DHCP, VPN), and hardware/software troubleshooting. Experience with RMM/PSA tools, remote support platforms, and ticketing systems. Familiarity with Active Directory, Azure AD, Exchange Online, MFA, and basic security practices. Ability to multitask in a fast-paced, client-focused support setting. Excellent communication, customer service, and problem-solving skills. xrczosw Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

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