Overview

We are seeking a customer-focused Technical Service Analyst to provide onsite and remote technical support for end users in a professional enterprise environment. This role serves as the primary point of contact for IT-related issues, delivering exceptional customer service while troubleshooting hardware, software, account access, and Microsoft technology challenges. The ideal candidate combines strong technical troubleshooting skills with a polished, service-oriented approach. Success in this role requires the ability to support users both in person and through phone, email, chat, and ticketing systems while maintaining high standards of professionalism and responsiveness. Key Responsibilities Provide Tier 1/Tier 2 technical support for end users Troubleshoot Windows, Microsoft 365, Outlook, Teams, and account access issues Support Active Directory / Entra ID user administration Assist users with MFA solutions including Microsoft Authenticator, Cisco Duo, and similar platforms Manage and resolve incidents through an ITSM platform (ServiceNow, Freshservice, or similar) Deliver outstanding customer service to employees across all levels of the organization Maintain SLA compliance and ensure timely ticket resolution Create and maintain documentation, knowledge articles, and training materials Collaborate with remote IT teams to resolve escalated issues Identify opportunities to improve support processes and user experience Preferred Qualifications 2+ years of Help Desk, Service Desk, Desktop Support, or Technical Support experience Experience supporting Microsoft 365 environments Familiarity with Active Directory, Entra ID (Azure AD), and Microsoft Intune Experience with ServiceNow, Freshservice, or similar ticketing systems Understanding of MFA technologies and end-user security support Strong communication, customer service, and problem-solving skills Ability to work independently and manage a highly visible support environment What Makes Someone Successful Professional and polished communication style Strong customer-service mindset with a "white glove" approach to support Ability to build relationships with users and leadership alike Comfortable handling technical issues while maintaining a positive user experience Self-motivated, dependable, and able to take ownership of support responsibilities By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. Representation Notice By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accu