Remotehey

Help Desk Analyst - JOB DESCRIPTION

Established in 2006, CyberClan’s carefully selected team of experts are capable of solving complex cyber security challenges – keeping data secure and businesses running as usual. CyberClan’s Global Incident Response Teams are available 24/7/365 to leap into action, responding to all cyber attacks with proven defensive methodology, we quickly identify, contain, eradicate and recover from a cyber attack. Our goal is to get businesses fully operational as quickly as possible and to further prevent any downtime or impact to the business operations.

Summary/Objective

This is a fully operational, hands‑on IT support role focused on delivering direct, front‑line technical assistance to end users. The ideal candidate is a highly motivated, very customer‑friendly Microsoft generalist with proven experience working remotely, offering excellent support regardless of location.

This role handles daily support tickets, troubleshoot Microsoft environments, and maintain smooth IT operations for all users—onsite and remote.

This role reports to the IT Services Manager

Essential Functions

Front‑Line Technical Support

• Provide real‑time support via phone, email, chat, remote tools, and in‑person.
• Troubleshoot and resolve issues involving:
• Windows 10/11 endpoints
• Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Azure AD/Entra ID authentication, MFA, and identity issues
• Printers, peripheral devices, and mobile devices
• VPN, Wi-Fi, and basic network connectivity
• Windows Server administration
• Backup & Recovery Support
• Virtualization: VMware / Hyper-V Support
• Perform workstation setup, imaging, configuration, and deployment.
• Install and update applications, patches, and system components.

Microsoft Generalist Responsibilities

• Execute daily operational tasks in:
• Microsoft 365 Admin Center
• Azure AD / Entra ID
• Intune / Endpoint Manager
• Troubleshoot issues related:
• Outlook mail flow,
• Teams calls/meetings,
• OneDrive sync, A
• Authentication, and device compliance.
• Manage user accounts, licenses, groups, and security settings.
• Support identity, endpoint, and application workflows across the organization.

Proven Remote Support Experience

• Demonstrated ability to successfully support users in fully remote or hybrid environments.
• Skilled with remote support tools (e.g., Teams screen share, Quick Assist, AnyDesk, TeamViewer).
• Able to diagnose issues over video or phone with limited user technical knowledge.
• Adaptable to remote ticket queues, communication tools, and virtual collaboration.
• Capable of managing time, priorities, and ticket load independently while working remotely.
• Ensures consistent, reliable service regardless of physical location.

Customer Service (Very Customer Friendly)

• Provides exceptionally friendly, patient, and empathetic support.
• Communicates clearly with non‑technical users in easy‑to‑understand terms.
• Maintains composure and positivity under pressure.
• Builds trust with users through professionalism and dependable service.
• Follows up with users to ensure full resolution and satisfaction.

Operational Tasks & Daily Workflow

• Monitor, triage, resolve, and document tickets.
• Create/update knowledge base articles and documentation.
• Assist with onboarding/offboarding processes including accounts, devices, and Microsoft 365 provisioning.
• Maintain accurate asset inventories.
• Collaborate with senior IT staff and escalate when needed.
• Perform daily system checks, review alerts, and contribute to continuous improvement.

Required Skills and Experience

• 2–5 years hands‑on IT support experience.
• Proven experience supporting users remotely.
• Strong Microsoft 365, Windows 10/11, and Azure AD/Entra ID knowledge.
• Familiarity with Intune or other MDM solutions.
• Excellent communication and customer service skills.
• Experience with ticketing systems and remote support applications.

Preferred Skills, Experience, Degrees or Certifications

• ITIL, CompTIA A+, Network+, or Microsoft certifications (MS‑900, MD‑102).
• Automation & Scripting experience
• Excellent Documentation
• Azure, Entra ID, Conditional Access Policies, Advanced Intune
• Experience in an MSP or multi‑client support environment.

Job Type

Full-time/Exempt

This position may require occasional overtime and flexible scheduling, including evenings, weekends, and holidays, to ensure coverage in our 24/7/365 operational environment

Location

100% Telecommuting

%of Travel Required

0-5%

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer

CyberClan is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.