IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.

• Provide first and second level technical support through phone and email
• Support Windows and MAC desktop and laptop computers
• Resolve general access and connectivity issues
• Troubleshoot desktop application issues
• Perform basic administration of user accounts and groups
• Take ownership of trouble tickets, work the issue to resolution and follow up as needed
• Record detailed information into the Service Desk ticketing system
• Support mobile devices such as iPhones and Android phones
• Occasionally act as a liaison between Partners/Clients and the NOC team in India