What are the responsibilities and job description for the Help Desk Support Analyst position at Moonshot Solutions?
We’re Hiring: Service Desk Support Analyst (Levels)
Join Moonshot Solutions as a Service Desk Support Analyst and help deliver responsive, secure, and customer-focused IT support across diverse managed-service client environments. Whether you are building your career at Level I, advancing at Level II, or serving as a senior escalation resource at Level III, you will own technical issues from intake through resolution, communicate clearly with clients, and contribute to continuous service improvement.
- Provide remote and occasional onsite support for Windows, Microsoft 365, identity, endpoint, application, printing, and connectivity issues.
- Own incidents and service requests from intake through resolution or effective escalation.
- Maintain accurate tickets, time entries, troubleshooting notes, client updates, and resolution details in the PSA platform.
- Use RMM, remote support, documentation, and credential-management tools securely and consistently.
- Meet service expectations for response times, SLA compliance, ticket quality, customer satisfaction, and backlog management.
- Share knowledge, improve documentation, identify recurring issues, and support a collaborative service desk culture.
- Experience in a service desk, desktop support, or MSP environment, with technical depth appropriate to the assigned level.
- Working knowledge of Microsoft 365, Windows 10/11, identity and access, endpoint management, networking, and cybersecurity fundamentals.
- Strong ownership, troubleshooting, documentation, prioritization, and client communication skills.
- Experience with PSA, RMM, remote-access, and IT documentation platforms; Autotask or comparable tools are preferred.
- Relevant certifications such as CompTIA, Microsoft, or ITIL are valued, but equivalent hands-on experience is welcome.
If you are a client-focused IT professional who enjoys solving problems, learning continuously, and making technology work better for users, we’d like to hear from you. Apply to join Moonshot Solutions and help deliver a modern, secure, and reliable support experience.