Sr. Analyst, Service desk

Job Description AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD. Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements. Responsibilities - Take client phone calls from US and other countries, open Incident or Request tickets - Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests - Triage and troubleshoot complex end user support issues - Act as escalation resource for the L1 - Perform complex User Account Management (UAM) and Identity Access Management (IAM) - Triage customer calls per specified severity levels - Execute first attempt to resolve the customer call - Troubleshoot end user hardware, operating system and remote access - Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies - Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership - Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work - Detailed notetaking of troubleshooting steps performed - Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards Skill & Experience - 5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level - Prior experience with G Suite / Google Workspace is mandatory. - Excellent troubleshooting and problem resolution skills - Ability to think and act independently when faced with a new or undocumented issue - Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications. - Windows 10/11 OS - Adept with the following Microsoft admin centers and able to complete basic tasks without guidance: - 365 Admin Center - Exchange Admin Center - Entra Admin Center - Intune Admin Center - Working knowledge and understanding of the following Azure Services: - Privileged Identity Management (PIM) - Entra ID - Azure Virtual Desktop - Compute Infrastructure | Virtual Machines - Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, InTune, SharePoint, OneDrive,Teams. - Virtual Desktop topology & support - Advanced troubleshooting -ability to determine root cause without assistance or documentation - Clear and concise communicator - Confident and able to perform all of the above with little to no need for guidance Additional Requirements - Must be proficient at English, both written and verbal - Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and How To guides - Experience with ServiceNow or similar ITSM/Ticketing platform Why AHEAD Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits Include - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate's relevant experience, qualifications, and geographic location.