Senior Service Desk Analyst

Summary

Join WatchGuard as a Senior Service Desk Analyst and provide exceptional technical support to internal employees. This fully remote role requires strong problem-solving skills, attention to detail, and excellent communication. You will manage tickets, ensure endpoint security, and collaborate with a global team using various tools like Zendesk, GoToAssist, and Microsoft Teams. The position demands at least 5 years of IT support experience and in-depth knowledge of hardware and software systems. On-call rotation is required, and work hours are Monday-Friday, 8:00 AM to 5:00 PM in your time zone.

Requirements

• At least 5 years’ experience in an IT support role
• In-depth knowledge and experience with multiple hardware and software systems
• Experience managing a Single Sign-On system such as Okta
• Passion for automation and experience using scripts to optimize IT operations
• Strong technical troubleshooting skills
• Ability to communicate clearly and concisely both verbally and written in English
• Ability to solve problems and strong attention to details
• Ability to learn modern technologies and increase skills
• Self-motivation, initiative, and ownership of duties
• Ability to work in a collaborative environment, value mentorship, and balance priorities
• Ability to work as a team player and independently
• Good home internet

Responsibilities

• Support internal WatchGuard employees on their hardware and software needs
• Ensure employees stay current on security patches and endpoint security
• Manage tickets via Zendesk
• Use GoToAssist and Microsoft Teams for remote support
• Ensure employees can access the tools needed to do their jobs
• Communicate with customers and team members
• Apply critical and analytical thinking to identify the root cause of problems
• Manage multiple tasks and time effectively

Preferred Qualifications

Solid understanding of Networking and Infrastructure

Benefits

• Fully Remote position
• On-call rotation
• Work hours are Monday-Friday between 8:00AM and 5:00 PM in the employee’s time zone