Remote Service Desk Analyst or IT Technical Support Analyst ID-7507

January 17, 2025

Are You an IT Systems Administrator Who Thrives in a Collaborative, Customer-Focused Environment?

At eSudo, we’re not just solving technical issues; we’re enabling businesses to thrive. If you love working with people, tackling challenges like Microsoft 365, Secure Remote Access, and Mobile Device Management, and want to grow your skills with cutting-edge tech, we want you!

As an IT Service Desk Analyst, you’ll be part of a small, supportive team that provides personalized attention to customers. With access to excellent documentation and senior team support, you’ll deliver top-notch solutions. We offer flexibility with remote work options, opportunities for technical certifications, and a clear career advancement path.

Bring your MSP experience, your problem-solving mindset, and your passion for delivering great customer service. If this sounds like your next exciting move, apply today!

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Job Description

As an IT Service Desk Analyst at eSudo, you’ll be the crucial bridge between our customers and technical teams, helping clients solve problems remotely with clarity and care. You’ll translate tech-heavy jargon into practical solutions, defuse tense situations with empathy, and ensure customers feel understood and supported. Working independently is key, but knowing when to ask for help and owning mistakes is equally valued.

We live by our core values:

Make a Positive Difference – Your work should empower others.
No Jerks Allowed – We value kindness and respect in everything we do.
Honesty Comes First – Integrity guides our actions.
Show We Care – We go the extra mile for our clients and team.

If you’re ready to grow in a collaborative environment with flexibility, career development, and a positive work culture, we’d love to hear from you!

This is a full-time position. Working hours are Monday-Friday 8 AM to 5 PM with occasional evenings. We are located in San Jose, California, USA (Pacific Time Zone).

Qualifications, and Work Experience

2-5 years of recent and verifiable experience performing analysis, installation, and technical support in a network, computer or systems administration environment.
Two (2) Experience in MSP or IT Consulting firm
Use of Ticketing system to document all service requests
2+ Years of Microsoft 365 Admin Experience
1+ Year of Entra ID / Azure AD - Join Device, Reset Password, Audit/Sign Logs, Conditional Access
3+ Years of Working Windows 10/11 setup, troubleshooting and patching

PREFERRED EXPERIENCE:

Halo PSA, ConnectWise Manage or Related Ticketing System
Ninja RMM, Kaseya RMM or ConnectWise Continuum RMM
Microsoft 365 Fundamentals (Office 365 Exam MS-900)
Microsoft Lighthouse and Intune MDM
Windows Desktop Administration
Hudu or IT Glue documentation
COMPENSATION AND BENEFITS
Competitive Salary Compensation
Paid Time Off (Sick leave)
Paid Holidays
Discretionary educational reimbursement (tuition, tests, books, and other training material)

Key Responsibilities

Proactive Listening to understand the customer issues and team member
Document all work and phone support in a ticketing system
Be Honest and Respective to others - willing to ask for help and admit when you made a mistakes
Learn and our Company Process and Culture
Develop and maintain knowledge of customer's specific business environment
Able to follow up and follow-through on customers' requests until they are resolved
Answer phones and follow-up calls with customers and new prospects.
Manage 365 Administration (sysadmin tasks) – create accounts, assign licenses, set up email, Teams and set up distribution lists
Troubleshoot Office 365 issues - Email Flow, Spam, Connectivity, Calendar
Support Windows Servers & Active Directory (User Accounts, Group Policy, File Permissions)
Troubleshoot computer connectivity issues related to a wired and wireless network
Virus, malware, and ransomware detection and removal
Work with other staff as an escalation support engineer ("team work")

Required Work Environment

Since this is remote work, the Candidate will need to have the following setup:

Dedicated work area at home or office with a quiet environment
Must have a reliable Internet connection of at least 20 Mbps upload using Ethernet Connection Cable (not wireless)
Reliable electric power or UPS battery backup
Own Win10/11 PRO (Intel i5, 16 GB RAM or faster)
Dual Monitor or large monitor (20-inch+)
Noise cancellation headset and MIC
Webcam
Willing to install Company provided software for work on PC and Mobile phone

HOW TO APPLY

Submit your resume in Word or PDF format and short video. Applicants that do not follow these instructions will not be considered.