Product Support Analyst I
About The Position
The Product Support Analyst I provides first-level analysis, troubleshooting, and support for software applications. This role focuses on identifying and resolving routine technical issues, escalating more complex problems to senior analysts or vendors as needed. The Product Support Analyst works closely with clients (Essex end users) and team members to ensure timely support and minimal disruption to business operations. This role is part of the Enterprise Applications team which part of the larger Essex Technology team. The Essex Technology team is an all-inclusive group of passionate technologists dedicated to supporting each other while supporting and driving Essex to a tech-forward future.
Requirements
- Associate’s degree in Computer Science, Information Systems, or related field, or equivalent education/experience.
- 0–2+ years of experience in IT support or application support role (internship or help desk experience a plus).
- Familiarity with software applications, databases, and IT support environments.
- Strong problem-solving and analytical skills, with adaptability and demonstrated ability to learn new systems.
- Effective communication skills with clients, peers, and supervisors.
- Ability to follow established procedures and escalate appropriately.
Nice To Haves
- internship or help desk experience a plus
Responsibilities
- Provide first-level troubleshooting for software application issues, using established procedures and guidelines.
- Escalate complex or unresolved issues to senior analysts or external vendors as appropriate.
- Document incidents, service requests, and resolutions accurately in the ticketing system.
- Assist users by providing basic training, guidance, and job aids to improve application use.
- Communicate effectively with clients, keeping them informed of issue status and resolution.
- Participate in testing and implementation of new applications or upgrades under supervision.
- Support team initiatives by contributing feedback and assisting with documentation.
- Proactively identifying recurring issues and suggesting improvements.
- Respond to all incidents and requests within established SLAs.
Benefits
- medical
- dental
- vision
- paid parental leave
- 401k employer match
- excellence rewards
- wellness programs
- 12 paid holidays
- 15 PTO days
- housing discount of 20%
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
