IT Help Desk Analyst

Symmetry IT is a leading provider of managed services, proudly serving businesses across Florida and Texas. We specialize in delivering custom IT support and security solutions tailored to meet the unique needs of our clients. With a commitment to innovation and excellence, we empower businesses to operate securely and efficiently. At Symmetry IT, we offer a fun and dynamic work environment where mentorship and professional growth are at the core of our culture. Join us and be part of a team that values collaboration, learning, and making a difference.

Key Responsibilities

Client Support & Customer Service

 Serve as the initial point of contact for all client support requests via phone, email, and our ticketing system
 Provide prompt, professional, and courteous support for common IT issues
 Deliver a friendly and informative experience to clients at every interaction
 Troubleshoot and resolve basic technical issues using remote tools

Ticket Management

 Accurately document all work and communications in the ticketing system
 Break down multi-issue tickets into manageable, individual tickets
 Ensure all tickets are actively updated and do not become stagnant
 Maintain detailed and up-to-date client documentation

Monitoring & Remediation

 Regularly review alerts from our Remote Monitoring & Management (RMM) tools
 Perform proactive maintenance and remediation tasks as defined in internal processes
 Assist with recurring scheduled checks and automation tasks

Project Assistance

 Support the project team with implementation tasks, both remotely and on-site, when needed
 Assist with client onboarding, hardware deployments, and migrations as assigned

Communication & Escalation

 Clearly communicate ticket updates and resolution timelines to clients
 Escalate unresolved or complex issues to senior team members in a timely manner
 Submit accurate timesheets and expense reports as required

Team Collaboration & Process Improvement

 Follow assigned schedules and Standard Operating Procedures (SOPs)
 Adhere to company security policies and proactively identify potential security concerns
 Suggest improvements to processes and contribute to a culture of continuous innovation
 Assist with other tasks or initiatives as directed by the Service Desk Manager or CTO

Required

 Passion for technology and problem-solving
 Strong verbal and written communication skills
 Ability to explain technical concepts to non-technical users
 Proficiency in Windows OS, Microsoft 365, and basic networking concepts
 Reliable, organized, and detail-oriented
 Strong typing skills and ability to document while speaking with clients
 Valid driver’s license and reliable transportation
 Commitment to delivering an outstanding client experience

Preferred

 Experience with PSA and RMM tools (e.g., ConnectWise, Autotask, Atera, etc.)
 Familiarity with remote support tools and ticket triage processes
 Previous experience at a help desk or Managed Service Provider (MSP)
 Microsoft 365 and Azure AD administration experience
 IT certifications (CompTIA A+, Network+, Microsoft MCP/MCSA, ITIL, etc.)
 Client service or help desk certifications (e.g., Help Desk Habits)
 

• Schedule: Monday–Friday, normal business hours (occasional off-hours for emergencies.

• Compensation: Based on experience and availability