Analyst, Enterprise Service Desk

🕒 September 17

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ScalableOS

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

☁️ SaaS

Consulting • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

📋 Description

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system • Remain logged into phone queues throughout the workday to ensure consistent client support • Troubleshoot and resolve basic desktop, software, network, and hardware issues • Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment • Follow troubleshooting and escalation procedures for timely resolution or proper handoff to higher-tier support • Maintain accurate documentation of support requests, solutions, and client interactions in the ticketing system • Work with vendors to resolve software and hardware-related issues • Install and configure operating systems, software applications, patches, and updates • Perform basic virus detection, removal, and system security maintenance • Monitor and address backup failures and assist with data restoration efforts • Educate end-users on cybersecurity and IT resource usage best practices • Assist with password resets, account provisioning, and access control • Participate in an on-call rotation for after-hours support as needed • Document and address technical issues and customer interactions, escalating as necessary

🎯 Requirements

• Associate's Degree in Technology or related field required • 5 years of experience with Microsoft environments required • 2 years of MSP specific experience preferred • Network+ and Security+ certifications preferred • Knowledge of VMWare, Citrix, VPN and Terminal Services • Knowledge of backup technologies • Knowledge of Internet/DNS/E-mail/Communication issues • Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications • Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations • Familiarity with remote troubleshooting tools and remote desktop applications • Ability to diagnose and resolve technical issues in a structured and efficient manner • Excellent communication and customer service skills with a professional demeanor • Strong documentation skills with attention to detail • Ability to work independently and as part of a team in a fast-paced environment • Adaptability to shifting priorities and willingness to learn new technologies • Flexibility and adaptability for scheduled shift times • Should be willing to accept a long-term work-from-home arrangement • Should be amenable to a permanent night shift schedule

🏖️ Benefits

• Remote position • Long-term work-from-home arrangement • On-call rotation for after-hours support as needed