What are the responsibilities and job description for the Help Desk Support Analyst position at ActOne Group?
Support Technician to join our CLIENT team. In this role, you'll be the first point of contact for our clients, providing collaborative and remote technical support. You'll work to quickly resolve service tickets and ensure a positive experience for every user. This is 100% onsite
Key Responsibilities
Provide remote technical support to clients, resolving issues with workstations, laptops, networks, and peripherals.
Troubleshoot and resolve issues with Microsoft Office/365, Azure, and other business applications.
Serve as the primary point of contact for all technical assistance requests.
Maintain accurate and thorough system documentation.
Determine when to escalate complex issues or recommend on-site support.
Provide after-hours support when needed to ensure client satisfaction.
Contribute to a positive team environment through professional and prompt communication.
Assist the project team and support disaster recovery efforts as required.
Key Requirements
Proficiency with Windows OS (7/8/10) and Windows Server (2008 R2, 2012 R2, 2016).
Strong grasp of networking fundamentals including DNS, switches, firewalls, and VPN.
Hands-on experience with operating systems, business applications, and network systems.
Experience with Microsoft Office/365 (2007–2016, 365).
MSP experience is a plus.
Required Skills & Qualifications
The ability to analyze and resolve issues efficiently while maintaining a focus on customer service.
Excellent communication and active listening skills.
The capacity to handle all information with confidentiality and professionalism.
The ability to multitask and adapt to a fast-paced environment.
Familiarity with standard MSP tools (e.g., ConnectWise, Autotask).
Professional IT certifications (e.g., Microsoft, Cisco, VMware) are a plus, but not required.
Salary : $54,000 - $66,000
