IT Support Analyst

Attain Finance•,

11d•$21 - $24•Remote

About The Position

As an IT Support Analyst, you will be the first point of contact for end-users seeking technical assistance in a remote work environment. You will provide front-line support, troubleshoot issues, and ensure a high level of customer satisfaction. Your role is crucial in resolving technical problems, escalating complex issues to Tier 2 or higher support levels, and maintaining the smooth operation of IT services from a remote setting.

Requirements

Associate’s degree in Information Technology, or a related field, or equivalent work experience.
1-2 years of experience in IT support or a related customer service role.
Proficiency with common operating systems, such as Windows 10/11/MacOS and office applications (Microsoft Office 365)
Basic understanding of networking concepts (IP addresses, DNS, etc.) and hardware components.
Good understanding of Active Directory and/or Azure Active Directory, and experience performing basic functions such as password resets and security group changes.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work effectively both independently and as part of a remote team.
Strong organizational skills with the ability to manage multiple priorities.

Nice To Haves

Familiarity with ticketing systems and remote support tools is a plus.
Familiarity with AWS and AppStream is a plus.
CompTIA A+ or equivalent certification.
ITIL Foundation certification is a plus.

Responsibilities

Respond promptly to user inquiries via phone, email, or ticketing system. Provide technical support and guidance to end-users in a professional and courteous manner.
Troubleshoot and resolve basic hardware, software, and network issues remotely. Perform initial diagnostics and attempt to resolve issues within defined SLAs (Service Level Agreements).
Log, categorize, and prioritize support tickets using the company's ticketing system. Track and update the status of issues, ensuring timely resolution and clear communication with end-users.
Assist with the setup, configuration, and troubleshooting of IT equipment remotely, including computers, printers, and peripherals. Provide support for common applications and operating systems.
Provide support for Office 365 applications, including email setup, configuration, and troubleshooting.
Familiarity with AWS and Azure is a plus. Assist with basic troubleshooting and user support related to these platforms.
Provide support and troubleshooting for Windows 10/11/MacOS, including system configurations, updates, and common issues.
Identify and escalate unresolved or complex issues to Tier 2 or higher support levels. Ensure proper handoff and documentation of escalated cases.
Maintain accurate and detailed records of support activities, solutions, and procedures. Contribute to the development and maintenance of knowledge base articles and technical documentation.
Adhere to company policies, procedures, and IT security protocols. Ensure compliance with regulatory requirements and industry best practices