IT Support Analyst I

The IT Support Analyst I is responsible for providing first-level support through multiple channels from employees and clients and handling the resulting incidents or service requests, using the incident management and request fulfillment processes.

The IT Support Analyst I assist with technical support questions regarding issue status, password resets, software issues, system and network status, change inquiries, and general questions via telephone, chat, and ServiceNow. Analysts follow knowledgebase articles and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity.

This includes Microsoft Windows Operating System, MAC OS, desktops, laptops, printers, servers, MS Office products, and various vendor-provided software platforms. Several tools are utilized to meet these tasks such as inbound and outbound phone calls, remote access to client PCs, 3rd party admin applications and email. Analysts work closely with leadership to continuously improve customer support and satisfaction. Additional responsibilities include participation in data recovery operations and continuous improvement efforts. 

Day in the Life

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs. 
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest potential improvements to procedures.

Candidates Also Search: Remote Support jobs

Qualifications

• Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
• Industry specific HDI or A+ certification preferred. HDI certification required within 1 year of hire.
• 1 – 2 years of providing IT technical support via phone and/or chat email preferred.
• Prior experience with ServiceNow ticketing system
• Previous experience troubleshooting O365, Windows 11, VPN, and virtual desktop environments.
• Azure Virtual Desktop experience is preferred.
• Exceptional customer service and troubleshooting skills across all areas of IT
• Strong understanding of IT service management principles and practices
• Proficiency in Windows operating systems and common business applications
• Knowledge of networking concepts and enterprise ticketing systems