Remote Support Specialist (West Hartford)

The Service Desk Analyst serves as a frontline technical resource, providing prompt, professional, and customer-focused support to clients across a variety of environments. This role is responsible for handling Tier 12 incidents and requests, troubleshooting end-user issues, escalating complex problems, and ensuring exceptional service delivery on behalf of the MSP.

Key Responsibilities :

• Act as the primary point of contact for client technical issues via phone, email, and ticketing system.
• Provide Tier 12 troubleshooting and resolution for Windows OS, macOS, O365, desktop hardware, printers, networking, mobile devices, and common business applications.
• Manage and triage incoming tickets; ensure timely updates, documentation, and closure in accordance with SLAs.
• Perform user account administration (Active Directory, Azure AD, O365), password resets, access provisioning, and group policy support.
• Install, configure, and support desktops, laptops, peripherals, and standard MSP toolsets (RMM, AV, backup, monitoring).
• Follow escalation procedures and collaborate with senior engineers when issues require advanced expertise.
• Participate in onboarding / offboarding tasks and workstation deployments.
• Maintain accurate documentation, SOPs, and knowledge base articles.
• Deliver excellent customer service with strong communication, professionalism, and follow-through.
• Contribute to continuous improvement of processes and service quality.

Required Skills & Experience :