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Help Desk Analyst

Job

Intermax Networks

Coeur d'Alene, ID (In Person)

Full-Time

Posted 2 weeks ago (Updated 2 weeks ago) • Actively hiring

Expires 7/10/2026

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Job Description

Description:
As a Help Desk Analyst, you will provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. You'll troubleshoot connectivity issues, resolve hardware/software problems, and escalate complex issues to senior engineers. This role requires strong communication skills, technical aptitude, a willingness to learn, and a customer-first mindset.
Requirements:
Respond to inbound support requests via phone, email, and Salesforce ticketing system. Diagnose and resolve issues related to: Internet connectivity (fiber or wireless) Network hardware (wireless access points, switches, firewalls/routers) Windows, Microsoft Office 365, and common business applications VoIP systems and remote access tools Escalate unresolved issues to Tier 2/3 or Systems Engineers as needed. Document all support interactions and resolutions in the ticketing system. Monitor system alerts and proactively address potential issues. Assist with onboarding/offboarding of MSP clients (user accounts, permissions, devices). Provide excellent customer service and maintain a high level of client satisfaction.