Website:
agilegridsolution.com
Job details:
About The Company
Frontline Managed Services® is a leading provider of innovative IT, Financial, and Administrative Managed Services tailored specifically for legal and professional service firms. Our company is committed to delivering exceptional solutions that enhance operational efficiency, streamline processes, and support our clients' growth. With a focus on leveraging cutting-edge technology and industry best practices, we aim to set new standards in managed services. Our team of dedicated professionals works tirelessly to ensure that our clients receive reliable, secure, and scalable support, making us a trusted partner in their success. At Frontline Managed Services, we foster a culture of continuous improvement, collaboration, and excellence, empowering our employees to thrive and make a meaningful impact.
About The Role
We are seeking a dynamic and customer-focused IT Service Desk & Desktop Support Analyst to join our Internal IT team. This role is pivotal in maintaining the seamless operation of our IT infrastructure by providing frontline support to end-users and handling technical issues efficiently. The ideal candidate will have a strong background in both Level 1 and Level 2 support, capable of addressing a wide range of technical challenges through phone, email, and ticketing systems such as ServiceNow. This position involves hands-on desktop and hardware support, including setup, troubleshooting, and maintenance of various devices and systems. The successful candidate will play a vital role in ensuring that our internal teams operate without interruption, delivering excellent service and technical expertise to meet the organization’s needs.
Qualifications
The ideal candidate will hold a Bachelor’s degree in IT, Computer Science, or a related field, or possess equivalent practical experience. A minimum of 2 to 4 years in a similar IT support or helpdesk role is required. Candidates should demonstrate strong troubleshooting skills across hardware, software, and basic network issues, with experience in ticketing systems such as ServiceNow or Freshservice. Proficiency in Microsoft Office 365 administration, including user and mailbox management, licensing, and distribution groups, is essential. Familiarity with Active Directory, user provisioning, and deprovisioning workflows is also important. Additional certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate will be considered advantageous. Excellent communication skills, customer service orientation, and the ability to multitask and prioritize effectively are critical for success in this role. Candidates must be willing to work in a 24/5 rotational shift environment and report to the office daily, as this position does not offer remote work options.
Responsibilities
The IT Service Desk & Desktop Support Analyst will be responsible for responding to IT service requests, incidents, and inquiries via phone, email, and ticketing systems. This includes providing Level 1 support such as password resets, account unlocks, application access issues, VPN connectivity, printer, and email troubleshooting. The role also involves onboarding new employees by creating user accounts, assigning permissions, and configuring mailboxes, as well as offboarding tasks like disabling accounts and securing data. Automation tasks using internal tools or platforms like Power Automate are part of the responsibilities to streamline processes.
In addition, the role requires a strong understanding of Microsoft Office 365 administration, including mailbox management, licensing, and shared mailboxes. Accurate ticket logging, categorization, and prioritization are vital to ensure timely resolution and proper documentation. When issues cannot be resolved at the first level, escalation to higher support tiers is necessary, along with follow-up to ensure resolution.
On the desktop support front, the candidate will provide Level 2 technical support for desktops, laptops, mobile devices, printers, and conferencing equipment. Tasks include installing, configuring, and troubleshooting operating systems such as Windows and Mac, software applications, and hardware components. Managing new hire setups, asset deployment, hardware repairs, and coordinating vendor repairs or replacements are also part of the role. Ensuring all systems are up-to-date through updates and patches is essential for maintaining security and performance.
Benefits
At Frontline Managed Services, we offer a comprehensive benefits package designed to support our employees' well-being and professional growth. Our offerings include competitive salary packages, health insurance plans, and paid time off to promote work-life balance. We also provide opportunities for ongoing training and certifications to enhance your skills and career advancement. Our workplace environment encourages collaboration, innovation, and continuous learning, ensuring that our team members are motivated and engaged. Additionally, employees benefit from a supportive culture that values diversity, inclusion, and respect, fostering a sense of community and shared purpose.
Equal Opportunity
Frontline Managed Services is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees and applicants are treated with fairness and respect. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic. We believe that a diverse team drives innovation and excellence, and we welcome candidates from all backgrounds to apply and grow with us.
Click on Apply to know more.