Support Analyst Jobs

About The Position

Requirements

• High school diploma or equivalent.
• Experience resolving Tier I incidents with minimal supervision.
• Working knowledge of ITIL-aligned Incident Management processes, including intake, prioritization, troubleshooting, documentation, and escalation.
• Experience using ITSM or ticketing systems to manage and document incidents.
• Strong troubleshooting, problem-solving, and communication skills.

Nice To Haves

• At least 2 years of experience in IT support, service desk, help desk, customer support, or a related environment.
• Associate’s or bachelor’s degree, or relevant technical coursework.
• Experience handling more complex or ambiguous technical issues.
• Experience troubleshooting operating systems, productivity tools, peripherals, and access-related issues.

Responsibilities

• Provide enterprise-level Tier I technology support to end users across multiple business units, resolving a broader range of incidents with minimal supervision.
• Log, categorize, prioritize, and update incidents and service requests in the ITSM platform in accordance with documented procedures and ITIL-aligned Incident Management processes.
• Perform advanced Tier I troubleshooting for hardware, software, access, operating system, printing, and peripheral issues.
• Guide Response Support Analyst I team members on troubleshooting, ticket handling, and escalation decisions.
• Handle higher-complexity, ambiguous, or priority incidents that exceed entry-level Tier I scope, ensuring timely resolution or appropriate escalation.
• Communicate professionally and consistently with users and stakeholders throughout the incident lifecycle, setting expectations and providing status updates.
• Escalate incidents to the Resolution support team when needed, with thorough documentation and an effective handoff.
• Meet or exceed individual and team performance metrics for resolution quality, documentation accuracy, and service-level commitments.
• Support service continuity during high-volume periods and participate in extended support coverage as required, potentially including evenings, weekends, or holidays.
• Use approved AI-assisted tools, including guided diagnostics, Copilot-supported intake, and knowledge recommendations, to improve incident intake and resolution speed, accuracy, and consistency.
• Validate AI-assisted recommendations using sound judgment and identify when manual intervention or escalation is required.
• Identify gaps, inaccuracies, or improvement opportunities in AI responses or knowledge content and provide feedback for continuous improvement.

Benefits

• Group health plan benefits
• 401(k)
• Profit-sharing contributions
• Flexible time off
• Parental leave