L2 Service Desk Analyst, MSP

About the Position:

As a Service Desk Analyst, you will be working directly with AvePoint's partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will be the primary point of contact for clients seeking technical support, managing incoming service requests via various channels. Your role involves creating and assigning service tickets, coordinating with technical staff for timely resolution, and providing regular updates to clients. You will also handle basic administrative tasks, vendor management, and ensure efficient communication and follow-up to maintain high customer satisfaction.

Key Responsibilities:

• Act as the first line of support for all IT issues via phone/email/portal/client-facing
• Provide regular updates to the client regarding resolution and progress status 
• Office 365, Active Directory account creations, edits, and terminations
• Distribution, security, and MS group creations and edits
• Configure and deploy workstations per client standards
• Troubleshoot and resolve hardware & software tickets through ITSM software, shared drive and printer troubleshooting and mapping
• Microsoft 365 Office trouble