Technical Support Analyst

Description

Contributes to the IT Support job family in a support capacity. Provides guidance, assistance, coordination, and follow-up on questions, problems, or malfunctions related to systems applications, hardware, and software supported by the IT department. Responds to telephone inquiries regarding support needs, processing or request procedures, system status, network connectivity, and various hardware and software issues. Records inquiries, repair requests, and service tickets, resolves issues when possible, or directs them to the appropriate technical team or vendor. Tracks the status of requests and follows up to ensure satisfaction. Escalates issues to senior staff when solutions are unclear. Reports procedural problems and suggests improvements. Completes assigned work (documents, analysis, tasks, output) within agreed time and quality targets. Works independently, prioritizes tasks, and meets deadlines. Work is subject to review by more experienced IT Support professionals.

Requirements

• Ability to analyze problems and use sound judgment in identifying solutions
• 1 to 3 years of relevant experience
• Strong customer service aptitude—both verbal and written
• Strong knowledge of Microsoft operating systems and Microsoft Office
• Strong communication skills when working with customers and IT staff
• Understanding of networking switches and data networks
• Willingness to continuously enhance technical skills through education, training, and collaboration
• A+ certification or equivalent education, training, or experience
• Familiarity with IP telecommunications systems
• Associate degree and/or equivalent work experience in technology, hospitality, retail, or other customer-focused fields is highly valued
• At least 1 year of PC/LAN technical or equivalent experience preferred

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance