Service Desk Analyst

Our managed service programs handle contingent labour for large employers across multiple sites. Clients include Fortune 500 manufacturers, health systems and logistics companies.

The position:

Looking for a Service Desk Analyst who wants to stay somewhere for a while. Our End User Services team closes around 600 tickets a month and needs one more person on the desk. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Our team is spread across 9 countries. Headquarters is in Jacksonville. This is a full-time remote role. We use an employer of record in Bangladesh, so you get a proper employment contract, not a freelance agreement. Core hours are 9:00 AM to 1:00 PM US Eastern. Clear written English is a must, as the team works across time zones.

Your responsibilities:

• Connect remote users to VPN and troubleshoot access issues.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Keep ticket notes and time entries up to date.
• Install and update approved software and remove anything unlicensed.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.

Qualifications:

• 1+ years of help desk or desktop support experience.
• Familiarity with Microsoft 365 admin tasks.
• Experience with Active Directory user and group management.
• Customer service skills and patience with non-technical users.
• CompTIA A+ certification or equivalent hands-on experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Working knowledge of Windows 10/11 and basic macOS support.

Preferred qualifications:

• Meraki or Ubiquiti networking gear.
• Intune, Jamf or SCCM/MECM.
• ITIL 4 Foundation.
• Basic PowerShell scripting.

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

What you get:

• Flexible hours.
• Annual learning budget.
• Paid parental leave.
• Wellness allowance.
• Co-working space stipend.
• Company laptop.

Candidates must be eligible to work in Bangladesh.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Jacksonville Personnel.