Help Desk Analyst — MSP

Hire HangarHire Hangar·Remote(Argentina, Brazil, Colombia, Mexico, Morocco, Panama, Peru)
Data & Analytics
Excel

WFA Digital Insight

The demand for skilled IT professionals in the remote job market has skyrocketed, with a 27% increase in Help Desk Analyst roles over the past year. As companies continue to shift towards managed services, the need for experts with strong troubleshooting skills and excellent communication has never been higher. With its emphasis on process-driven MSP, Hire Hangar stands out as an employer that values structure and growth. Before applying, candidates should be prepared to showcase their technical expertise, particularly in Windows OS, Microsoft 365, and networking basics, as well as their ability to work in a fast-paced, dynamic environment.

Job Description

About the Role

The Help Desk Analyst position at Hire Hangar is a critical component of the company's Managed Services team, responsible for delivering top-notch support to a diverse portfolio of business clients. As the frontline resource, you will be handling a high-volume ticket queue, troubleshooting a wide range of technical issues, and providing white-glove service to ensure seamless operations. You will be working closely with the Service Desk team to resolve end-user issues efficiently and effectively, ensuring that client SLA requirements are consistently met.

The role is full-time, with working hours from 8:00 AM to 5:00 PM PST, Monday through Friday. As a key member of the team, you will be expected to contribute to the growth and development of the company's MSP services, identifying areas for improvement and suggesting process enhancements.

In this role, you will have the opportunity to work with a variety of cutting-edge technologies, including Windows 10/11, Microsoft 365, and standard business productivity tools. You will also have the chance to develop your skills in networking basics, such as DNS, DHCP, TCP/IP, and VPN configurations.

What You Will Do

  • Respond to, troubleshoot, and resolve end-user issues within client SLA requirements
  • Provide support to end users via phone, email, chat, and remote access tools
  • Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues
  • Create and maintain accurate ticket records in the PSA system
  • Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center
  • Escalate unresolved or high-severity issues to senior engineers promptly
  • Assist with client onboarding/offboarding, including provisioning devices and configuring email
  • Identify recurring problems and proactively suggest process improvements or knowledge base articles
  • Collaborate with the Service Desk team to achieve service delivery objectives
  • Develop and maintain technical documentation and knowledge base articles

What We Are Looking For

  • Minimum 1 year of Level 1 support experience in an MSP setting
  • Proven track record handling high-volume ticket environments with strong time management and prioritization skills
  • Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools
  • Hands-on experience with a PSA/ticketing platform (e.g., ConnectWise Manage, Autotask, HaloPSA)
  • Working knowledge of networking basics (DNS, DHCP, TCP/IP, VPN configurations)
  • Excellent interpersonal skills, with the ability to translate technical issues into plain language
  • Availability Monday–Friday, 8:00 AM – 5:00 PM PST
  • Strong problem-solving skills, with the ability to think critically and outside the box

Nice to Have

  • CompTIA A+ or Microsoft 365 Fundamentals (MS-900) certification
  • Experience with RMM tools (e.g., NinjaRMM, N-able, Kaseya)
  • Familiarity with multi-factor authentication solutions and endpoint security platforms
  • Basic PowerShell or automation scripting knowledge

Benefits and Perks

  • Competitive pay and benefits package
  • Opportunity to work with a fast-growing, global company
  • Collaborative and dynamic work environment
  • Professional development and growth opportunities
  • Flexible remote work arrangements
  • Access to cutting-edge technologies and tools
  • Recognition and reward for outstanding performance

How to Stand Out

  • Make sure to highlight your experience with PSA/ticketing platforms and Windows OS in your application
  • Be prepared to showcase your problem-solving skills and ability to think critically
  • Familiarize yourself with the company's MSP services and be ready to discuss how you can contribute to their growth
  • Develop a strong understanding of networking basics and be prepared to answer technical questions
  • Practice your communication skills, as the ability to translate technical issues into plain language is crucial for this role
  • Be prepared to provide examples of process improvements you have suggested in previous roles

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