Help Desk Analyst - MSP

About the role

This position is for a Help Desk Analyst who will integrate into a growing Managed Services team focused on delivering high quality technical support. You will act as the primary point of contact for clients, resolving technical issues and ensuring smooth operations across various business environments. This role provides a structured path to advance your IT career while working within a professional MSP framework. You will handle diverse technical challenges that require both independence and collaboration. The position is designed for a motivated individual who thrives on solving problems and supporting client technology needs. Success in this role will be measured by your ability to resolve issues efficiently and maintain strong client relationships.

Key facts

What you'll do

• Handle a high volume of support tickets, addressing and resolving end-user problems strictly in line with client service agreements.
• Deliver technical assistance to users through phone calls, emails, chat, and remote access tools for a wide array of business clients.
• Diagnose and resolve issues concerning Windows operating systems, Microsoft 365, printers, network connectivity, VPNs, and cloud applications.
• Record detailed support interactions in the PSA system, documenting each step taken and the resolution achieved for future reference.
• Create and manage user accounts within Active Directory, Azure AD, and the Microsoft 365 Admin Center with precision and care.
• Escalate unresolved or critical issues to senior engineers, providing them with comprehensive background information to facilitate quick resolution.
• Support client onboarding and offboarding processes, including device setup, email configuration, and management of access permissions.
• Analyze recurring technical problems and propose improvements to existing processes or new knowledge base articles to prevent future issues.
• Monitor system performance and user feedback to identify potential weaknesses in the current infrastructure.
• Collaborate with other team members to share insights and solutions that improve overall service delivery.

Requirements

• Possess at least one year of Level 1 support experience specifically within a Managed Service Provider (MSP) environment.
• Demonstrate the ability to manage a high volume of support tickets effectively, with strong time management and prioritization skills.
• Show proficiency with Windows 10/11, the Microsoft 365 suite, and common business productivity applications.
• Have practical experience using a Professional Services Automation (PSA) or ticketing platform to track and resolve issues.
• Maintain a fundamental understanding of networking concepts such as DNS, DHCP, TCP/IP, and VPN configurations.
• Exhibit excellent communication skills, capable of explaining technical problems clearly to non-technical clients in a calm and professional manner.
• Be available to work Monday through Friday, 8:00 AM to 5:00 PM PST consistently to meet client expectations.
• Follow established ITIL processes and best practices to ensure service quality and compliance.
• Possess strong written skills to document interactions and resolutions in a clear and concise manner.

Nice to have

• Hold CompTIA A+ or Microsoft 365 Fundamentals (MS-900) certification as evidence of foundational knowledge.
• Have experience with Remote Monitoring and Management (RMM) tools to proactively monitor client environments.
• Show familiarity with multi-factor authentication solutions and endpoint security platforms to enhance client protection.
• Demonstrate basic knowledge of PowerShell or automation scripting to improve efficiency in routine tasks.

Practical notes

Applicants must complete the full application form in its entirety. A video recording is required as part of the application process and serves as the initial step of the interview sequence. Failure to submit a video will result in the application not being considered for any open roles, so ensure this step is not overlooked. The role is structured as a contract position based in Monterrey, Mexico, and candidates must be located in this specific region. There are no specific travel requirements for this position as the role is remote friendly within the designated location. The work schedule is fixed to daytime Pacific Standard Time hours, aligning with client needs in the Americas.