IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.
1+ years of experience working for a Managed Service Provider, MSP or remotely supporting multiple external clients required
Job Profile
IT Help Desk – provide first and second level technical support through phone and email
Support Windows and MAC desktop and laptop computers
General access and connectivity issues
Desktop application issues
Basic administration of user accounts and groups
Take ownership of trouble tickets, working and tracking issues to resolution
Record detailed information into Service Desk ticketing system
Support for mobile devices such as iPhones and Android phones
Occasionally act as a liaison between Partners/Clients and team in US, Canada, Mexico and India
Candidate Profile
2 plus years of experience in a Service or Help Desk Desk/Inbound Support Center environment
Windows and Apple operating systems
Office 365 Mail and Email clients (Microsoft Outlook)
Proficient in Active Directory
Knowledge of network basics
Knowledge of VPN basics
Excellent communication, written and verbal are vital
Excellent customer service skills are vital
College or Technical Institute degree in Information Technology or other related discipline required.
CompTIA Network+/Security+/A+, or MS365 role-based certifications an asset
Customer service, especially with inbound phone contact
About Flexis
Flexis is a global provider of outsourced Service Desk, NOC and SOC Solutions to clients in US and Canada. Our State-of-the-Art Network Operations Center is staffed 24/7/365 by technology experts who proactively monitor, troubleshoot and remediate problems on managed devices. We have offices in United States, Canada, Mexico and India
Flexis also provides a turn-key, 24×7 SOC as a Service including the technology and security expertise necessary to secure your IT environment. Our managed security service combines people, intelligence, analysis and technology to provide you with end-to-end security monitoring, threat detection, and incident response.
For more information about our company please visit
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