IT Support Analyst (Tier 1)

As an IT Support Analyst (Tier 1), you will provide both on-site support and remote support for various Tier I technical issues for clients in Houston, TX as well as throughout Sparkhound's customer catalog. As an Engineer, you will utilize both your customer service and problem-solving skills to provide an exceptional customer experience supporting multiple clients in a variety of industry verticals. Engineers at our service desk come from all walks of life and support clients at various technical levels.What you will doTravel on-site to client locations to support end users and resolve issuesCreate a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.Provide phone support and issue escalation as necessaryHandle incidents and requests with a courteous and professional attitude.Communicate promptly on progress of incidents and requests.Perform the system changes adhering to organizational policies.Log all incidents and requests into one or more ticket entry systems.Maintain technical documentation in association with Support Team members.Conduct remote desktop troubleshooting for end-users.Set up and test desktop computer peripherals.Perform IT infrastructure analysis and remediation.Support daily technical support activities for desktop, data, and server management.Participate in regular On-Call rotation.Perform other related duties as required and assigned.Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities in a timely mannerFollows best practices as defined by vendor, manufacturer, or Sparkhound defined processes RequirementsAre you a fit?Experience with an MSP a plusPreferred, experience in network / IT systems and troubleshooting steps1+ years professional experience in any relevant team setting. Ability to understand Managed Services reporting.Fiercely support client success and exemplify a do-whatever-it-takes attitude.Knows fundamental concepts of customer service and can also identify root causes of client problems.Must have experience utilizing and troubleshooting issues with the followingProficient in information technology regarding both hardware and softwareProficient with Microsoft desktop operating systems Windows 7, 8, 10 and 11Experience with Microsoft server operating systems, specifically Server 2012, 2016, 2019, and 2022Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.Understanding of file security management, shared drives, network drives, and their security permissions.Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.Experience assisting users over the phone to resolve technical issues.Remote PC technical support.Managing Virtual Data Center environments.Managing network resources for routing and switching.Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.Measures of Success:Accounts for 100% of time worked by documenting on tickets Sparkhound PSAFollows up daily with client on each open ticket they are assigned toResolves and closes all assigned tickets within 7 daysResponds to all assigned tickets within defined standardsAlways maintains a professional appearanceBonus Points for:ITIL CertificationMicrosoft CertificationsCompTIA A+ CertificationHDI - Desktop Support Technician CertificationManaged Service Provider support experienceTeam leadership or mentoring experienceHands on experience with ConnectWise Manage and n-Able by nCentralHands on Experience with Microsoft Intune and VDI