We are seeking an experienced IT Service Desk Analyst to join our team and provide technical assistance and support to end users within our organization. The primary focus of this role will be managing basic to intermediate tasks in the Microsoft 365 Admin Center and Azure AD, while also providing general hardware and software support to ensure smooth operations for all employees. The ideal candidate should possess strong technical knowledge, excellent troubleshooting skills, and the ability to communicate effectively with end users and external vendors.

The responsibilities include but not limited to the following:

• Manage tasks within the Microsoft 365 Admin Center and Azure AD, including user account creation, modification, and deactivation; group management; security configurations; and access control.
• Provide technical support and troubleshooting for end-user hardware and software issues, including laptops and peripheral devices.
• Respond promptly to user inquiries, diagnose and resolve technical issues efficiently, and escalate complex problems to the appropriate teams when necessary.
• Process user onboarding and offboarding, ensuring proper account provisioning, access management, and equipment support.
• Provide end-to-end support during high-priority incidents or outages to ensure timely resolution and minimal business disruption.
• Deliver immediate technical assistance for VIPs or executive users when required.
• Assist users with software installations, updates, and configuration settings, ensuring compatibility and compliance with organizational policies.
• Collaborate with cross-functional teams to implement and maintain IT infrastructure, including network connectivity, email systems, and security measures.
• Perform routine system maintenance, including monitoring system performance, applying security patches, and coordinating software updates.
• Assist in responding to security incidents and vulnerability management tasks to ensure risks are promptly mitigated and reported to the appropriate teams.
• Create and maintain accurate documentation of IT procedures, user guides, and knowledge base articles to support self-service resources.
• Liaise with external vendors and service providers to coordinate support and troubleshoot issues when necessary.
• Handle ad hoc tasks, projects, and assignments as directed by IT Operations management.
• Perform other duties as assigned by management.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience as an IT Support Specialist, Service Desk Analyst, or similar role, with a focus on Microsoft 365 and Azure AD administration.
• Strong knowledge of Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive, with the ability to troubleshoot related issues.
• Familiarity with Azure AD, including user and group management, security groups, conditional access, and single sign-on (SSO) configurations.
• Proficiency in Windows and macOS operating systems, including hardware troubleshooting, software installation, and system configuration.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues independently or with minimal supervision and can collaborate with relevant teams.
• Strong written and verbal communication skills to effectively support end users and coordinate with vendors or service providers.
• Ability to prioritize and multitask in a fast-paced environment, managing multiple requests and projects simultaneously.
• Proactive and self-motivated, with a strong customer service orientation and willingness to learn and adapt to new technologies.
• Experience with ITSM tools such as Freshservice, ServiceNow, or ManageEngine ServiceDesk is an advantage.
• Experience supporting security incident response and vulnerability management activities is an advantage.
• IT certifications such as ITIL or CompTIA are not required but will be considered a plus.
• Amenable to working on a rotational shift schedule and being on-call or extending hours when needed in business.