IT Support Analyst

Transcat, Inc.•City of Rochester, NY

2d•$22 - $25

About The Position

The IT Support Analyst provides Tier 1 technical support for end users and business systems and serves as the first point of contact for IT-related issues and service requests. The role focuses on timely ticket resolution, customer service, and accurate documentation. Under the guidance of senior team members, the analyst troubleshoots user issues and supports the organization’s computing environment, including basic software installations, updates, and device support. The position is expected to be in the office five days per week unless the employee is hired as a remote employee.

Requirements

Exceptional customer service skills.
Ability to identify patterns across tickets and identify areas for improvement.
Experience providing support quality through documentation and feedback.
Ability to operate with minimal supervision.
Associate’s degree or equivalent experience.
0–2 years of IT support experience; internship or entry-level experience is acceptable.
Familiarity with basic troubleshooting in a ticketed support environment.

Responsibilities

Resolve Tier 1 incidents and service requests across endpoints, identity, SaaS applications, and business systems.
Provide front-line support for end users with a high level of customer service and communication.
Escalate complex or unresolved issues to IT Support Analyst II or other appropriate teams.
Maintain and support printers, wireless devices, and end-user hardware.
Document tickets accurately, including troubleshooting steps and resolutions, in accordance with IT standards.
Monitor assigned ticket queues and respond within established SLA/SLO targets.
Follow standard troubleshooting procedures and knowledge base articles.
Assist with basic software installations, updates, and system configurations.
Support account-related requests, including password resets, MFA setup, and basic access issues.
Contribute knowledge base articles documenting common issues and solutions.
Participate in team meetings, training sessions, and process updates.
Promote self-service tools and resources when appropriate.
Provide occasional after-hours support as required.
Travel to other company facilities as needed.
Model the Company’s values to influence others to perform in an aligned manner.
Perform other duties as assigned.