Fortress Srm

Position Overview

The Service Desk Analyst is responsible for providing high-quality, reactive technical support to managed services customers. This role serves as the first point of contact for inbound service requests and incidents, delivering timely troubleshooting, resolution, and escalation in accordance with established service desk procedures. The Service Desk Analyst operates in a 24×7×365 environment on a rotating schedule to support continuous operations.

Key Responsibilities

• Deliver exceptional customer service and technical support via inbound phone calls, tickets, and remote sessions.

• Diagnose, troubleshoot, and resolve end-user issues related to:

  • Windows domains and workgroups

  • Windows networking (mapped drives, shared folders, printers)

  • Active Directory user account creation, modification, and access management

  • Microsoft Exchange (on-premises and hosted), Microsoft 365, and Google Workspace

  • Microsoft Office applications

  • Windows and macOS operating systems

  • Third-party applications, coordinating with vendor support as needed

• Provide remote support to managed services customers using remote monitoring and management (RMM) tools.

• Accurately document all work performed, including time entries, troubleshooting steps, and resolution details.

• Maintain clear and consistent written and verbal communication with customers regarding ticket status and resolution progress.

• Ensure all tickets include complete and accurate information, including:

  • Problem description

  • Resolution steps

  • End user details

  • Initiation and completion times

  • Customer satisfaction confirmation

• Adhere to defined escalation procedures and collaborate with senior technicians and engineering teams when appropriate.

• Support service desk operational metrics, service level objectives (SLOs), and quality standards.

Required Experience & Skills

• Strong customer service mindset with the ability to communicate technical concepts clearly and professionally.

• Ability to work independently while also collaborating effectively within a team environment.

• Comfortable operating in a fast-paced, high-volume service desk environment.

• Demonstrated problem-solving, analytical, and decision-making skills.

• Excellent organizational skills with the ability to manage multiple tasks concurrently.

• Dependable, punctual, and able to work assigned shifts in a rotating 24×7 schedule.

Education & Certifications

Required (one of the following):

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field

• Associate degree plus 1 year of relevant professional experience

• 2 years of relevant professional experience in a service desk or technical support role

Preferred:

• CompTIA A+ (Must obtain within 6 months of employment)

• Microsoft certifications (Windows 10/11, Microsoft 365)

• Active Directory administration experience

Work Schedule

• Rotating shifts supporting 24 hours a day, 7 days a week operations

• Specific hours determined based on service desk staffing needs

Physical & Environmental Requirements

• Frequent sitting with occasional walking and light lifting

• Ability to grasp, reach, speak clearly, and listen attentively

• Rare stooping or crouching

• Visual acuity sufficient for computer-based work

• Mental requirements include general intelligence, coordination, attention to detail, and verbal and numerical reasoning

• Work is performed in a temperature-controlled, professional office or approved remote-work environment

• Regular attendance and punctuality are essential functions of this role