AHEAD develops digital business platforms by integrating advancements in cloud infrastructure, automation, analytics, and software delivery to support enterprise digital transformation.

We are committed to fostering an inclusive culture where every voice is valued, respected, and heard. We encourage open dialogue and empower individuals to contribute to and shape AHEAD’s culture.

As an equal opportunity employer, AHEAD does not discriminate based on race, national origin, color, gender, gender identity or expression, sexual orientation, religion, age, disability, marital status, or any other legally protected status.

We welcome candidates who bring diverse perspectives and experiences to enrich our team.

Our Analysts play a key role in the Managed Services team, providing daily support for desktop systems, operating systems, applications, and installations. They address system and user issues, serve as the main point of contact for customer environment monitoring and job scheduling, manage user accounts, perform basic desktop maintenance, and develop practical solutions aligned with operational and security policies.

Responsibilities:

– Handle client calls from the US and internationally; create Incident or Request tickets
– Monitor ticket queues and respond to incidents and requests proactively
– Prioritize customer issues based on severity
– Attempt to resolve issues on first contact
– Troubleshoot hardware, OS, and remote access issues
– Diagnose technical problems across various datacenter and cloud platforms
– Manage user accounts, including creation, deletion, password resets, and group assignments
– Follow best practices, SOPs, and work instructions
– Document troubleshooting steps thoroughly
– Support Service Desk operations through ticket management, documentation, and communication standards

Skills & Experience:

– At least 2 years (3+ preferred) of Help Desk/Service Desk experience, ideally in an enterprise setting
– Proficiency with Windows 10/11 and Windows Server OS
– Basic knowledge of identity and access management (e.g., Active Directory or Entra ID)
– Experience with Microsoft Azure/365 or Google Workspace/G-Suite
– Familiarity with Virtual Desktop platforms like Citrix, VMware HorizonView, and Azure Virtual Desktop
– Ability to troubleshoot network and remote access issues
– Experience with end-user hardware support (laptops, desktops, printers, docking stations)
– Strong problem-solving skills using logical analysis and elimination

Additional Requirements:

– Strong English communication skills, both written and verbal
– Ability to comprehend technical documentation (KBAs, SOPs, guides)
– Experience with ServiceNow or similar ITSM/ticketing systems

Why Work at AHEAD:

We value diversity through initiatives like Moving Women AHEAD and RISE AHEAD, and we invest in our people by providing access to cutting-edge technology, cross-department training, and support for certifications and continuous learning.

USA Employment Benefits:

– Medical, dental, and vision insurance
– 401(k) plan
– Paid holidays and time off
– Paid parental and caregiver leave
– Additional benefits listed at https://www.aheadbenefits.com/

The compensation range listed reflects the On-Target Earnings (OTE) for this role, including base salary and potential bonuses. Actual compensation may vary based on experience, qualifications, and location.