IT Support Analyst I

Support Analyst I

The Support Analyst I provides daily technical support across a wide range of hardware and software systems. This role is essential in resolving complex technical issues, fulfilling service requests within defined SLAs, and ensuring a high level of customer satisfaction. The analyst will troubleshoot problems, escalate when necessary, and contribute to documentation and process improvements.

• Provide technical support for hardware, software, and mobile devices (smartphones, tablets).
• Troubleshoot and resolve complex incidents; escalate when appropriate.
• Respond to user issues via phone, self-service portals, and service requests.
• Perform desktop/laptop imaging and manage inventory.
• Set up and support mobile devices and remote access tools.
• Develop and maintain documentation, including customer-facing FAQs.
• Generate reports on incidents, service requests, telephony, and survey responses.
• Coordinate remediation efforts during widespread outages and severe incidents.
• Cross-train team members and take on leadership roles in assigned projects.
• Recommend process improvements to enhance service quality and consistency.

The company is an equal opportunity employer.