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Help Desk Analyst – MSP
Hire Hangar GlobalHelp Desk Analyst (Level 1) providing white-glove support for diverse business clients. Joining a growing Managed Services team in a remote capacity, tackling high-volume support tickets efficiently.
Tech Stack
Tools & technologiesAzureCloudDNSTCP/IP
About the role
Key responsibilities & impact- Own a high-volume ticket queue — respond, troubleshoot, and resolve end-user issues within client SLA requirements.
- Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients.
- Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues.
- Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes.
- Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center.
- Escalate unresolved or high-severity issues to senior engineers promptly with detailed context.
- Assist with client onboarding/offboarding: provisioning devices, configuring email, and managing access.
- Identify recurring problems and proactively suggest process improvements or knowledge base articles.
Requirements
What you’ll need- Minimum 1 year of Level 1 support experience specifically within an MSP setting — this is a firm requirement.
- Proven track record handling a high-volume ticket environment with strong time management and prioritization skills.
- Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools.
- Hands-on experience with a PSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar).
- Working knowledge of networking basics: DNS, DHCP, TCP/IP, VPN configurations.
- Excellent interpersonal skills — ability to translate technical issues into plain language for non-technical clients.
- Availability Monday–Friday, 8:00 AM – 5:00 PM PST.
Benefits
Comp & perks- We connect top talent with vetted employers, competitive pay, and real growth opportunities.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Windows OSMicrosoft 365ticketing platformDNSDHCPTCP/IPVPNclient onboardinguser account administrationtroubleshooting
Soft Skills
time managementprioritizationinterpersonal skillscommunication