Deal Analyst
MassMutual
Mid · Seniorfull-time$100k–$131k / yearMassachusetts, New York · 🇺🇸 United States
Posted: 1 day agoSource: massmutual.wd1.myworkdayjobs.com
Senior Analyst, End User Services
Thinkahead Consultant Psychologist Pty Ltd
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $80,000 per year
Job Level
Senior
Tech Stack
AzureCloud
About the role
- Triage and troubleshoot complex end user support issues
- Act as escalation resource for the L1 Analysts
- Perform complex User Account Management (UAM) and Identity Access Management (IAM)
- Take client phone calls from US and other countries, open Incident or Request tickets
- Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests
- Triage customer calls per specified severity levels
- Execute first attempt to resolve the customer call
- Troubleshoot end user hardware, operating system and remote access
- Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies
- Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership
- Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work
- Detailed note taking of troubleshooting steps performed
- Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication
Requirements
- 5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level
- Excellent troubleshooting and problem resolution skills
- Ability to think and act independently when faced with a new or undocumented issue
- Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications.
- Windows 10/11 OS
- Adept with the following Microsoft admin centers and able to complete basic tasks without guidance
- 365 Admin Center
- Exchange Admin Center
- Entra Admin Center
- Intune Admin Center
- Working knowledge and understanding of the following Azure Services:
- Privileged Identity Management (PIM)
- Entra ID
- Azure Virtual Desktop
- Compute Infrastructure | Virtual Machines
- Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, Intune, SharePoint, OneDrive, Teams
- Virtual Desktop topology & support
- Advanced troubleshooting - ability to determine root cause without assistance or documentation
- Clear and concise communicator
- Confident and able to perform all the above with little to no need for guidance
- Microsoft Azure Fundamentals Certification (AZ-900) preferred
- Experience with Google Workspace and/or Slack a plus
Benefits
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingUser Account ManagementIdentity Access ManagementWindows 10Windows 11Azure ServicesVirtual Desktopadvanced troubleshootingcloud technologieshardware support
Soft skills
problem resolutionindependent thinkingcommunicationconfidentnote takingadministrative dutiescustomer serviceproactive identificationclassificationresponse to incidents
Certifications
Microsoft Azure Fundamentals Certification (AZ-900)
