Epic Help Desk Analyst Jobs in Waterloo, IL (NOW HIRING)

About Forward Slash Technology

Forward Slash Technology is a St. Louis-based provider of managed IT services, cybersecurity, technology consulting, project delivery, voice, data, and strategic technology governance. Our clients include small and mid-sized businesses, municipal organizations, and professional-services organizations that rely on us for responsive support, practical strategy, and disciplined execution.

Position Overview

Provides responsive, secure, well-documented technical support across diverse client environments, progressing from independent incident resolution to advanced escalations and technical leadership.

Key Responsibilities

• Resolve assigned incidents and service requests within priority, SLA, security, documentation, and communication standards.
• Support Microsoft 365, Windows, identity, endpoints, applications, networking, cloud, security tools, backups, and approved client systems according to level.
• Use RMM, PSA, documentation, remote support, security, and monitoring tools consistently and accurately.
• Communicate clearly with users and stakeholders, including status, expectations, workarounds, resolution, and prevention guidance.
• Escalate appropriately with evidence, troubleshooting history, business impact, and recommended next action.
• Create and improve knowledge articles, standard configurations, scripts, and troubleshooting procedures.
• Participate in on-call, major-incident, patching, maintenance, onboarding, and project handoffs as assigned.
• Level II/III engineers mentor peers as assigned, lead complex troubleshooting, perform root-cause analysis, and identify automation or standardization opportunities.

Required Qualifications

• Level II: 3+ years of progressive support experience; Level III: 5+ years of advanced support and escalation leadership.
• Working knowledge appropriate to level across Microsoft 365, Windows, networking, identity, endpoints, systems administration, and security.
• Strong documentation, client communication, procedural discipline, and escalation judgment.

Preferred Qualifications

• CompTIA A+/Network+/Security+, Microsoft, Kaseya/ConnectWise, vendor, or ITIL credentials.
• MSP or multi-client service-delivery experience.
• Exposure to PowerShell, PSA/RMM platforms, cybersecurity controls, and regulated client environments.

Core Competencies

Technical troubleshooting

Customer service

Documentation

Security awareness

Prioritization

Learning agility

Team collaboration

Ownership

Measures of Success

• SLA performance
• Resolution quality and reopen rate
• First-contact resolution where applicable
• CSAT
• Billable/productive utilization as applicable
• Documentation and knowledge contribution
• Escalation quality

Work Environment and Employment Requirements

• Full-time, in-office unless approved client-site assignment.
• Must be able to lawfully work in the U.S.
• Ability to perform the essential functions of the position with or without reasonable accommodation.
• Ability to protect confidential client, employee, security, and company information.
• Compliance with FST policies, documentation standards, security requirements, and professional conduct expectations.
• Positions that access criminal justice or regulated client environments may require U.S. citizenship, a valid driver's license, an acceptable driving record, MSHP/federal fingerprint-based background screening, and CJIS training/certification as applicable to the assignment.

Why Join FST

• Visible impact in a growing technology-services company.
• Exposure to diverse client environments and business challenges.
• A culture built around accountability, professional development, continuous improvement, and client partnership.
• Opportunity to help shape FST 2.0 operating standards and scalable service delivery.

Forward Slash Technology provides equal employment opportunities consistent with applicable law. This description summarizes the general nature and level of work and may be updated as business needs evolve through approved governance and employment processes.