Transform Your Career with eSudo: Join Our Team as a Remote IT Service Desk Analyst
At eSudo, we're revolutionizing the way businesses operate by providing cutting-edge IT solutions that empower them to thrive. As a pioneer in the industry, we're committed to delivering exceptional customer experiences and fostering a culture of innovation, collaboration, and continuous learning. If you're a motivated IT professional with a passion for delivering top-notch technical support and customer service, we invite you to join our dynamic team as a Remote IT Service Desk Analyst.
About Us: Our Mission, Values, and Culture
At eSudo, our mission is to enable businesses to succeed by providing expert IT support and solutions. We live by our core values:
- Make a Positive Difference - We believe that our work should empower others and make a meaningful impact.
- No Jerks Allowed - We value kindness, respect, and empathy in everything we do.
- Honesty Comes First - Integrity guides our actions, and we're committed to transparency and trust.
- Show We Care - We go the extra mile to support our clients and team members, ensuring they feel valued and understood.
Our culture is built on a foundation of collaboration, flexibility, and continuous learning. We believe in providing our team members with the autonomy to work independently, while also offering the support and resources they need to succeed. As a Remote IT Service Desk Analyst, you'll be part of a small, supportive team that delivers personalized attention to customers and is passionate about delivering exceptional results.
Job Summary: Key Responsibilities and Expectations
As a Remote IT Service Desk Analyst at eSudo, you'll be the crucial bridge between our customers and technical teams, helping clients solve problems remotely with clarity and care. Your primary responsibilities will include:
- Proactive listening to understand customer issues and concerns
- Documenting all work and phone support in our ticketing system
- Providing honest and respectful communication, willing to ask for help and admit when mistakes are made
- Learning and adhering to our company processes and culture
- Developing and maintaining knowledge of customers' specific business environments
- Following up and following through on customer requests until they're resolved
- Answering phones and making follow-up calls with customers and new prospects
- Managing 365 Administration tasks, including creating accounts, assigning licenses, setting up email, Teams, and distribution lists
- Troubleshooting Office 365 issues, such as email flow, spam, connectivity, and calendar problems
- Supporting Windows Servers and Active Directory, including user accounts, group policy, and file permissions
- Troubleshooting computer connectivity issues related to wired and wireless networks
- Detecting and removing viruses, malware, and ransomware
- Collaborating with other staff as an escalation support engineer, demonstrating teamwork and a willingness to learn
Essential Qualifications and Experience
To succeed in this role, you'll need:
- 2-5 years of recent and verifiable experience performing analysis, installation, and technical support in a network, computer, or systems administration environment
- 2 years of experience in an MSP or IT consulting firm
- Experience using a ticketing system to document all service requests
- 2+ years of Microsoft 365 Admin experience
- 1+ year of Entra ID/Azure AD experience, including joining devices, resetting passwords, auditing/signing logs, and conditional access
- 3+ years of experience working with Windows 10/11 setup, troubleshooting, and patching
Preferred Qualifications and Experience
While not essential, the following qualifications and experience will be considered a plus:
- Experience with Halo PSA, ConnectWise Manage, or related ticketing systems
- Familiarity with Ninja RMM, Kaseya RMM, or ConnectWise Continuum RMM
- Microsoft 365 Fundamentals certification (Office 365 Exam MS-900)
- Experience with Microsoft Lighthouse and Intune MDM
- Windows Desktop Administration skills
- Familiarity with Hudu or IT Glue documentation
Skills and Competencies Required for Success
To excel in this role, you'll need to possess:
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
- Strong customer service skills, with a focus on delivering exceptional experiences
- Technical expertise in Microsoft 365, Windows Servers, and Active Directory
- Ability to adapt to new technologies and processes
- Strong organizational and time management skills
Career Growth Opportunities and Learning Benefits
At eSudo, we're committed to helping our team members grow and develop their skills. As a Remote IT Service Desk Analyst, you'll have access to:
- Discretionary educational reimbursement for tuition, tests, books, and other training materials
- Opportunities for technical certifications and professional development
- A clear career advancement path, with opportunities for growth and progression
- A supportive and collaborative team environment that fosters continuous learning
Work Environment and Company Culture Highlights
As a remote worker, you'll need to have:
- A dedicated work area at home or office with a quiet environment
- A reliable internet connection of at least 20 Mbps upload using an Ethernet Connection Cable (not wireless)
- Reliable electric power or UPS battery backup
- A Win10/11 PRO laptop (Intel i5, 16 GB RAM or faster)
- A dual monitor or large monitor (20-inch+)
- Noise cancellation headset and MIC
- Webcam
- Willingness to install company-provided software for work on PC and mobile phone
Compensation, Perks, and Benefits
We offer a competitive salary compensation package, along with:
- Paid Time Off (sick leave)
- Paid Holidays
- Discretionary educational reimbursement
Join Our Team: Apply Now!
If you're a motivated IT professional with a passion for delivering exceptional technical support and customer service, we invite you to join our dynamic team as a Remote IT Service Desk Analyst. To apply, please submit your resume in Word or PDF format, along with a short video introducing yourself. We look forward to hearing from talented candidates like you!
Apply Now