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Level I Service Desk - Overnight
Level I Service Desk - Overnight - IT Authorities, Inc. - Remote
WidePoint Corporation (NYSE American:WYY), the federally certified provider of Trusted Mobility Management (TM2) and cyber solutions. WidePoint Corporation is a leading technology Managed Solution Provider (MSP) dedicated to securing and protecting the mobile workforce and enterprise landscape. WidePoint is recognized for pioneering technology solutions that include Identity & Access Management (IAM), Mobility Managed Services (MMS), Telecom Management, Information Technology as a Service, Cloud Security, and Analytics & Billing as a Service (ABaaS).
We are looking for a highly motivated Level I Service Desk - Overnight located remotely that can operate in a fast-paced and demanding environment of a publicly-traded company.
Position Summary
The Service Desk Analyst serves as the front-line IT support resource for WidePoint Corp.'s entitiy, IT Authorities, Inc., IT Managed Services clients, delivering timely, professional, high-quality technical assistance across a managed services environment. This role is responsible for receiving, triaging, and resolving incident and service request tickets submitted by client end users; logging and tracking all work within ConnectWise Manage; and escalating issues appropriately when resolution exceeds the scope of Tier 1 support.
WidePoint Corporation (NYSE American:WYY), the federally certified provider of Trusted Mobility Management (TM2) and cyber solutions. WidePoint Corporation is a leading technology Managed Solution Provider (MSP) dedicated to securing and protecting the mobile workforce and enterprise landscape. WidePoint is recognized for pioneering technology solutions that include Identity & Access Management (IAM), Mobility Managed Services (MMS), Telecom Management, Information Technology as a Service, Cloud Security, and Analytics & Billing as a Service (ABaaS).
We are looking for a highly motivated Level I Service Desk - Overnight located remotely that can operate in a fast-paced and demanding environment of a publicly-traded company.
Position Summary
The Service Desk Analyst serves as the front-line IT support resource for WidePoint Corp.'s entitiy, IT Authorities, Inc., IT Managed Services clients, delivering timely, professional, high-quality technical assistance across a managed services environment. This role is responsible for receiving, triaging, and resolving incident and service request tickets submitted by client end users; logging and tracking all work within ConnectWise Manage; and escalating issues appropriately when resolution exceeds the scope of Tier 1 support.
The Service Desk Analyst reports directly to the Service Desk Supervisor and works collaboratively with fellow Service Desk team members, the Engineering Team, the NOC Team, and the Incident Manager to ensure consistent, SLA-compliant service delivery across all supported clients.
Essential Duties and Responsibilities
The essential functions include, but are not limited to, the following:
- Receive and respond to inbound support requests submitted via phone, email, and client portal. Log all requests as tickets in ConnectWise Manage, accurately categorizing, prioritizing, and assigning them in alignment with defined SLA tiers and ticket workflows.
- Provide Tier 1 technical support for a broad range of end-user issues, including, but not limited to, password resets; account management (Active Directory/Entra); Microsoft 365 support; endpoint troubleshooting (Windows/macOS); connectivity issues; hardware and software problems; and printer/peripheral support.
- Manage personal ticket queues with a strong focus on meeting or exceeding first response time and resolution time targets, as defined by client SLAs. Communicate proactively with end users regarding ticket status and expected resolution timelines.
- Identify tickets that exceed Tier 1 scope and escalate them to the Engineering Team or Incident Manager in a timely, well-documented manner, ensuring all relevant troubleshooting steps, findings, and client communications are captured prior to handoff.
- Utilize IT Glue to reference existing client documentation, runbooks, and knowledge base articles during troubleshooting. Contribute to the knowledge base by identifying gaps and drafting or updating articles under the direction of the Service Desk Supervisor.
- Use ConnectWise Automate (RMM) to perform remote support and investigate user-reported symptoms as part of the resolution workflow.
- Maintain professional, courteous, and clear communication with client end users throughout the ticket lifecycle. Set accurate expectations, provide timely updates, and confirm resolution satisfaction prior to closing tickets.
- Ensure all ticket entries are complete, accurate, and well documented, including time entries, work notes, resolution summaries, and appropriate categorization. Adhere to WidePoint IT Managed Services ticketing standards and procedures.
- Follow established workflows and best practices within ConnectWise Manage, ConnectWise Automate, and IT Glue, as configured and maintained by the Senior Tools Engineers. Report tool issues or workflow inefficiencies to the Service Desk Supervisor.
- Adhere to all WidePoint IT Managed Services policies, security protocols, and client-specific service requirements, including confidentiality and data handling standards.
- Perform other related duties as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities)
The minimum qualifications include:
- High school diploma or equivalent experience required.
- Two (2) or more years of related help desk experience required.
- Microsoft Certified Professional (MCP), CompTIA A+, Google IT Support Certificate, or equivalent preferred.
- Prior experience in an MSP or SLA-driven service delivery model strongly preferred.
Experience with the following technologies:
- Microsoft 365 and desktop operating systems (including Windows and macOS).
- Active Directory or related technologies (e.g., Active Directory and Entra).
- Antivirus and malware applications (e.g., Webroot and Windows Defender).
- Network printing (e.g., troubleshooting driver issues and mapping errors).
- Information Technology Service Management (ITSM) tools (e.g., ConnectWise and ServiceNow).
- Remote access tools (e.g., TeamViewer and ConnectWise Automate or ScreenConnect).
- Excellent verbal and written communication skills and professionalism.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills, including the ability to identify, research, and resolve technical issues and fulfill requests.
- Strong collaboration and teamwork skills.
- Strong work ethic, with a sense of ownership, urgency, and commitment.
- Ability to function well in a fast-paced and, at times, stressful environment.
- Ability to work flexible schedules, including first, second, or third shifts and weekends.
Physical Demands and Work Environment
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Prolonged periods of sitting at a desk and working on a computer.
- Quiet and uninterrupted workspace.
- Must be able to lift up to fifteen (15) pounds at times.
Note: This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other position-related instructions and to perform any other position-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this position successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
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