Sr. IT Analyst Service and Support
About The Position
The Sr. IT Service and Support Analyst is responsible for delivering reliable end-user support while coordinating the daily activities of a distributed team of IT support technicians across multiple U.S. locations. This role is primarily a hands-on technical role, with added responsibility for task coordination, workload tracking, and team follow-ups to ensure consistent service delivery. Duties and Responsibilities: Technical Support Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices. Troubleshoot hardware, software, and access issues. Support onboarding/offboarding and new device provisioning. Act as an escalation point for complex issues. Team Coordination Coordinate workload across 6 distributed technicians. Monitor ticket queues and ensure timely follow-up. Track task completion and enforce accountability on other IT technicians Provide guidance and support to IT technicians. Conduct regular check-ins. Operational Oversight Ensure adherence to Service Level Agreement SLAs. Identify recurring issues and follow up on resolution. Maintain documentation and procedures. Ensure consistent follow-up on all assigned tickets and tasks.
Requirements
- Bachelors degree in Computer Science or equivalent experience preferred
- CompTIA A+ or other IT Support Professional Certificate preferred
- 5+ IT support experience.
- 1+ years team lead experience.
- Strong Windows and Microsoft 365 knowledge.
- Experience with mobile devices.
- Strong organizational skills.
- Travel to other plant locations throughout the US
Responsibilities
- Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices.
- Troubleshoot hardware, software, and access issues.
- Support onboarding/offboarding and new device provisioning.
- Act as an escalation point for complex issues.
- Coordinate workload across 6 distributed technicians.
- Monitor ticket queues and ensure timely follow-up.
- Track task completion and enforce accountability on other IT technicians
- Provide guidance and support to IT technicians.
- Conduct regular check-ins.
- Ensure adherence to Service Level Agreement SLAs.
- Identify recurring issues and follow up on resolution.
- Maintain documentation and procedures.
- Ensure consistent follow-up on all assigned tickets and tasks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
