What are the responsibilities and job description for the Service Desk Analyst position at Top Prospect Group, Inc.?
50-58K / Danbury, CT / Service Desk AnalystThe Service Desk Analyst serves as a frontline technical resource, providing prompt, professional, and customer-focused support to clients across a variety of environments. This role is responsible for handling Tier 1–2 incidents and requests, troubleshooting end-user issues, escalating complex problems, and ensuring exceptional service delivery on behalf of the MSP.Key Responsibilities:Act as the primary point of contact for client technical issues via phone, email, and ticketing system.Provide Tier 1–2 troubleshooting and resolution for Windows OS, macOS, O365, desktop hardware, printers, networking, mobile devices, and common business applications.Manage and triage incoming tickets; ensure timely updates, documentation, and closure in accordance with SLAs.Perform user account administration (Active Directory, Azure AD, O365), password resets, access provisioning, and group policy support.Install, configure, and support desktops, laptops, peripherals, and standard MSP toolsets (RMM, AV, backup, monitoring).Follow escalation procedures and collaborate with senior engineers when issues require advanced expertise.Participate in onboarding/offboarding tasks and workstation deployments.Maintain accurate documentation, SOPs, and knowledge base articles.Deliver excellent customer service with strong communication, professionalism, and follow-through.Contribute to continuous improvement of processes and service quality.Required Skills & Experience:1–3 years of service desk or IT support experience, ideally within an MSP environment.Strong knowledge of Windows OS, O365 administration, basic networking (DNS, DHCP, VPN), and hardware/software troubleshooting.Experience with RMM/PSA tools, remote support platforms, and ticketing systems.Familiarity with Active Directory, Azure AD, Exchange Online, MFA, and basic security practices.Ability to multitask in a fast-paced, client-focused support setting.Excellent communication, customer service, and problem-solving skills.Certifications such as CompTIA A , Network , or ITIL Foundation are a plus.Company DescriptionTop Prospect Group founders and management team offer more than 25 years of experience in Information Technology and Creative Staffing. Our fundamental goal is to build successful relationships resulting in accurate job and prospect representations. Top Prospect Group meets with those we work with face-to-face to garner a better understanding of candidate or client requirements. By leveraging our experience and market insight, we are then able to provide a more consistent recruitment process.
Salary : $50,000 - $58,000