IT Support Analyst

TEKsystems•Fall River, MA

1d•$22 - $27•Onsite

About The Position

The IT Support Technician I serves as the first point of contact for technical support requests in a fast-paced enterprise environment supporting approximately 1,000 users. The position troubleshoots hardware, software, and access issues; manages service desk tickets; and escalates complex issues to appropriate IT teams while providing customer service. Support includes Windows 10 and Windows 11, Microsoft Office, business software, user accounts, and desktop hardware. The role also performs workstation setup and deployment, documents support activity, maintains asset inventory, and contributes to knowledge base materials and technology initiatives. This is a contract position based onsite in Fall River, Massachusetts. The posted pay range is $22.00–$27.00 per hour. Depending on eligibility, classification, and length of employment, benefits for this temporary role may include medical, dental and vision coverage; critical illness, accident and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

High school diploma required.
At least 1 year of experience in Help Desk, Desktop Support, or IT Support, or an equivalent combination of education and experience.
Experience supporting Microsoft Windows 10 and Windows 11 environments.
Strong understanding of PC hardware, operating systems, software installation, and troubleshooting methodologies.
Knowledge of operating system repair, malware removal, virus remediation, system upgrades, and desktop support best practices.
Ability to diagnose and resolve common hardware, software, and peripheral issues.
Excellent customer service, communication, and interpersonal skills.
Strong problem-solving and analytical abilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational skills and attention to detail.
Ability to work independently and collaboratively within a team.
Demonstrated aptitude for learning new technologies quickly.

Nice To Haves

Associate degree in Information Technology, Computer Science, or a related field.
CompTIA A+ certification, or willingness to obtain certification within the first 180 days of employment.
Experience with ticketing systems, endpoint management tools, and Active Directory.
Exposure to enterprise desktop support and IT service management processes.

Responsibilities

Serve as the first point of contact for end-user technical support by phone, email, chat, and in person.
Monitor, prioritize, troubleshoot, and resolve help desk tickets in accordance with established service levels.
Escalate complex technical issues to senior IT staff and infrastructure teams when necessary.
Support Windows 10 and Windows 11, Microsoft Office applications, and commonly used business software.
Diagnose and resolve hardware, software, printer, peripheral, and connectivity issues.
Set up, deploy, image, and upgrade workstations, and replace equipment.
Assist with malware detection, virus removal, spyware remediation, and operating system repairs.
Document troubleshooting steps, resolutions, and support activities in the ticketing system.
Support user account administration, password resets, and access-related requests.
Maintain inventory records for desktop hardware, laptops, peripherals, and IT assets.
Collaborate with IT team members on ongoing technology initiatives and projects.
Create and maintain knowledge base documentation and user support materials.
Provide customer service and communicate technical information to users with varying levels of technical proficiency.