Support Analyst

Curbell•Orchard Park, NY

About The Position

This position is responsible for providing timely and effective technical support to Curbell employees across a multi-site environment. This position supports end user computing, enterprise applications, and secure access to company systems. The role participates in a rotating on call schedule to support business operations outside of standard hours. Essential Functions: End User Support and Issue Resolution: Provide day to day technical support to end users, resolving hardware, software, and access issues. Troubleshoot Windows operating systems, Microsoft 365 applications, and business systems to restore functionality quickly and minimize disruption. Ticket Management and Service Delivery: Document, track, and manage support requests through the ticketing system. Ensure timely resolution, clear communication, and adherence to service level expectations. Device Deployment and Lifecycle Management: Configure, deploy, and maintain end user devices including desktops, laptops, and peripherals. Support imaging, provisioning, and asset lifecycle processes in alignment with company standards. User Administration and Access Support: Support user account management including provisioning, access changes, and password resets. Assist with secure access to systems including VPN and remote connectivity. Documentation, Process Improvement, and On Call Support: Maintain accurate documentation of processes and solutions. Identify opportunities to improve support processes and user experience. Participate in a rotating after-hours on call schedule to support critical business needs. Performs other duties as assigned.

Requirements

Multi-tasking
Sense of Urgency & Work Ethic
Creativity and Innovation
Process Improvement & Best Practices
Setting Priorities & Time Management
Problem Solving and Decision-Making

Responsibilities

Provide day to day technical support to end users, resolving hardware, software, and access issues.
Troubleshoot Windows operating systems, Microsoft 365 applications, and business systems to restore functionality quickly and minimize disruption.
Document, track, and manage support requests through the ticketing system.
Ensure timely resolution, clear communication, and adherence to service level expectations.
Configure, deploy, and maintain end user devices including desktops, laptops, and peripherals.
Support imaging, provisioning, and asset lifecycle processes in alignment with company standards.
Support user account management including provisioning, access changes, and password resets.
Assist with secure access to systems including VPN and remote connectivity.
Maintain accurate documentation of processes and solutions.
Identify opportunities to improve support processes and user experience.
Participate in a rotating after-hours on call schedule to support critical business needs.
Performs other duties as assigned.