IT Support Analyst I
About The Position
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, MS Exchange, 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.
Requirements
- Minimum High school diploma or equivalent combination of education and experience in Information Technology, Computer Science, or related field.
- HDI certification required within 1 year of hire.
- 1 – 2 years of providing IT technical support via phone, chat and/or email preferred.
Nice To Haves
- Industry specific certification HDI, MCP, Network+ and A+ certification preferred.
Responsibilities
- 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.
- Participation in data recovery operations and continuous improvement efforts.
Benefits
- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
