About AvePoint:

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power of you!

About the Position:

As a Service Desk Analyst, you will be working directly with AvePoint's partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will be the primary point of contact for clients seeking technical support, managing incoming service requests via various channels. Your role involves creating and assigning service tickets, coordinating with technical staff for timely resolution, and providing regular updates to clients. You will also handle basic administrative tasks, vendor management, and ensure efficient communication and follow-up to maintain high customer satisfaction.

Key Responsibilities:

Act as the first line of support for all IT issues via phone/email/portal/client-facing Provide regular updates to the client regarding resolution and progress status  Office 365, Active Directory account creations, edits, and terminations Distribution, security, and MS group creations and edits Configure and deploy workstations per client standards Troubleshoot and resolve hardware & software tickets through ITSM software, shared drive and printer troubleshooting and mapping Microsoft 365 Office troubleshooting (Outlook, Teams, Excel, Word, etc.) Escalate unresolved tickets to Senior Analysts by properly notating resolution attempts in the ticket. Maintain ownership of the request and work with the Senior Analyst towards resolution Support clients with Apple devices Server and infrastructure support (On-premises and In-cloud) Track time for every minute spent on a ticket Create SOP documentation for JR Analyst to reference Ensure On-Call coverage throughout nights and weekends. During the week the coverage hours are 6:00-10:00 PM EST, and the weekend support hours are 7:00 am – 10:00 pm EST.
**Note that the on-call hours are restricted for emergencies only (ie down network, password reset, computer not booting, etc.)

Other Skills and Qualifications:

Has more than 4 years of relevant years of in technical support/ service desk experience Demonstrated ability to work collaboratively in resolving tickets efficiently and effectively. Proven track record of owning client issues through to resolution. Experience in working with Coordinators and Management to enhance service levels. Proficiency in using Microsoft Teams for escalation and learning purposes. Commitment to adhering to FSi security protocols and client confidentiality training. Ability to assist in content development, including blogs and podcasts. Willingness to support other entities within FSi as needed.

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities. 

 

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