Description
remote access
ticket management
alert monitoring
technical support
troubleshooting
knowledge base
Daily duties involve communicating with end users through email and telephone, logging and managing tickets in the company’s ticketing system, and performing NOC tasks such as monitoring and responding to alerts. The analyst establishes remote connections to troubleshoot PCs, Macs, and peripheral equipment across various industries and software environments.
- Follow prescribed procedures to quickly return users to work.
- Establish remote connectivity to end‑user machines and perform remediation.
- Maintain individual and team goals for answer speed, alert response, and email handling.
- Resolve technical issues across various industries and software for end users.
- Provide technical support for devices, PCs, and Macs.
- Diagnose incidents that require escalation to higher‑tier support.
- Log tickets in the ticketing system.
- Communicate with end users via telephone and email.
- Monitor and respond appropriately to alerts.
- Use a knowledge base to apply consistent fixes and capture new knowledge.
- Engage in ongoing learning and training.
- Troubleshoot and diagnose PC hardware/software problems and equipment malfunctions.
- Communicate orally with technical and non‑technical personnel and follow written instructions.
- Consistently follow documented procedures for incident resolution.
Requirements
comptia
microsoft
a+
network+
n‑able
prtg
The position is a part‑time, first‑level IT Support Analyst based in Cranberry Township, PA, requiring a minimum of a two‑year degree. The analyst provides incident resolution and restores user productivity quickly, escalating when necessary. The role emphasizes efficiency, adherence to prescribed procedures, and systematic knowledge capture.
Candidates must be able to diagnose hardware and software issues, possess solid mechanical/electrical aptitude, and communicate effectively with technical and non‑technical personnel. Preferred qualifications include CompTIA or Microsoft certifications, an A+ and Network+ (or the ability to obtain them within a year), and experience with Managed Service Providers, RMM tools such as N‑Able or PRTG, and a rotating 24/7/365 shift schedule.
- Communicate effectively in oral and written form.
- Deliver excellent customer relations and interpersonal skills.
- Think logically and analytically, making decisions based on good judgment.
- Possess or pursue CompTIA and Microsoft certifications; college degree in IT preferred.
- Hold a high school diploma or GED.
- Flexibility to work rotating shift schedule across a 24x7x365 operation.
- Customer service or help‑desk experience is a plus.
- Experience with Managed Service Providers (MSP) is a plus.
- Obtain A+ and Network+ certifications within one year of employment.
- Prior experience with N‑Able, PRTG, or other RMM solutions is a plus.
Benefits
Information not given or found
Training + Development
Information not given or found
