Description
As a Help Desk Analyst, you will provide Tier 1 and Tier 2 technical support to end-users and clients across our ISP and MSP services. You’ll troubleshoot connectivity issues, resolve hardware/software problems, and escalate complex issues to senior engineers. This role requires strong communication skills, technical aptitude, a willingness to learn, and a customer-first mindset.
Requirements
-Respond to inbound support requests via phone, email, and Salesforce ticketing system.
-Diagnose and resolve issues related to:
-Internet connectivity (fiber or wireless)
-Network hardware (wireless access points, switches, firewalls/routers)
-Windows, Microsoft Office 365, and common business applications
-VoIP systems and remote access tools
-Escalate unresolved issues to Tier 2/3 or Systems Engineers as needed.
-Document all support interactions and resolutions in the ticketing system.
-Monitor system alerts and proactively address potential issues.
-Assist with onboarding/offboarding of MSP clients (user accounts, permissions, devices).
-Provide excellent customer service and maintain a high level of client satisfaction.
Skills Required
- Provide Tier 1 and Tier 2 technical support to end-users and clients
- Strong communication skills
- Technical aptitude and willingness to learn
- Troubleshoot internet connectivity, network hardware, Windows, Microsoft Office 365, business applications, VoIP, and remote access tools
- Respond to inbound support requests by phone, email, and Salesforce
- Document support interactions and resolutions in a ticketing system
- Escalate unresolved issues to Tier 2, Tier 3, or Systems Engineers
- Provide excellent customer service and maintain client satisfaction
What We Do
Founded in 2001, Intermax Networks is a locally owned broadband and technology services provider based in Coeur d’Alene, Idaho, serving residential and business customers across the Inland Northwest. It delivers fiber and fixed-wireless internet, hosted voice and phone systems, managed IT, and cybersecurity services. The company owns and operates regional fiber and wireless infrastructure, focusing on reliable connectivity for communities and businesses underserved by large national carriers.
