Help Desk Analyst — MSP

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career. Help Desk Analyst — MSP (Level 1) Client Services · Service Desk | Full-Time | 8:00 AM – 5:00 PM PST Our growing Managed Services team is seeking a skilled Help Desk Analyst (Level 1) with proven MSP experience to join our Service Desk. You will be the frontline resource who keeps our multi-client environment running smoothly — handling a substantial daily ticket queue, delivering white-glove support, and building lasting client trust. This is an excellent opportunity for someone eager to grow their IT career within a structured, process-driven MSP. Key Responsibilities - Own a high-volume ticket queue — respond, troubleshoot, and resolve end-user issues within client SLA requirements. - Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients. - Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues. - Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes. - Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center. - Escalate unresolved or high-severity issues to senior engineers promptly with detailed context. - Assist with client onboarding/offboarding: provisioni...