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Service Desk Analyst

24 hours ago


Fort Lauderdale, Florida, United States Synergy Business Consulting, Inc. Full time

Job Description / Responsibilities

  • Triages, prioritizes, and dispatches IT support tickets, collaborating closely with analysts and engineers to ensure timely and accurate resolution.
  • Delivers high-quality first-contact support, achieving a 93% First Contact Resolution (FCR) rate through strong technical troubleshooting and customer-focused service.
  • Utilizes AI-driven tools such as PiA to optimize workflows, improve response times, and enhance service efficiency.
  • Performs Active Directory administration tasks, including user provisioning, access controls, and issue resolution.
  • Supports endpoint management and user controls through Intune, ensuring secure and compliant device access.
  • Provides PC support and remote troubleshooting using standard remote access tools.
  • Diagnoses and resolves SIP configuration issues, ensuring reliable voice and communication services.
  • Improves ticket triage effectiveness by refining SOPs and enhancing prioritization processes.

Candidate Requirements

  • Hands-on experience with remote support tools, PC support, Active Directory, Intune, and user access controls.
  • Local to South Florida with the ability to work onsite as needed.
  • Contract-to-hire position.
  • U.S. Citizens or Green Card holders only.
  • No third-party submissions.