AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved issues to a higher level of support.
• Receives and handles issues and requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs issues and service requests and maintains relevant records.

Skill & Experience

• 2.6 years general Help Desk experience, preferably at the enterprise level, supporting internal and external users.
• Windows 10, Windows Server OS
• Microsoft Azure / 365 applications and services.
• Virtualization technologies and topologies.
• Core troubleshooting – the ability to figure out the root of a problem through logical processing and elimination.

Additional Requirements

• Enjoy providing excellent customer service
• Working knowledge of troubleshooting remote access issues
• Excellent verbal and written communication skills (active listening skills)
• Ability to articulate and speak with clear voice
• Ability to understand the Customer’s business objectives
• Ability to understand and accept that the Customer’s issues affect the business
• Enjoy problem solving
• Must have empathy with end users
• Team player
• Professional code of conduct
• Ability to deal with stress
• Experience with remote monitoring and management a plus

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits include:

– Medical, Dental, and Vision Insurance

– 401(k)

– Paid company holidays

– Paid time off

– Paid parental and caregiver leave

– Plus more! See benefits https://www.aheadbenefits.com/ for additional details.

The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.