Associate Tech Support Analyst

About the role

We are seeking an Associate Tech Support Analyst to join our team. This role is responsible for providing comprehensive technical assistance, including imaging and deploying hardware, performing break/fix support, and managing software requests. The ideal candidate will possess strong communication skills and experience within a structured ticketing system environment. This position requires working on-site five days a week.

Responsibilities

• Image and deploy laptops and desktops for employee onboarding.
• Provide end-to-end break/fix hardware support and troubleshooting.
• Fulfill software installation, update, and troubleshooting requests.
• Recover assets through IT asset return and offboarding procedures, including scanning devices.
• Test returned devices through the return merchandise authorization (RMA) process.
• Support the virtual environment, including handling VM requests and related issues.
• Utilize a ticketing system to manage and document support activities.
• Provide daily updates and status reports on technical support tasks.

Required Qualifications

• 1–5 years of desktop or technical support experience.
• Experience with an IT service management tool such as ServiceNow or an equivalent ticketing system.

Preferred Qualifications

• Strong communication skills for providing updates and status reports.
• Experience with the Microsoft Word application.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans with optional financial protection layers.
• Employee Stock Purchase Program (ESPP) and 401(k) with company match after 12 months of tenure.
• Health Savings Account (HSA) available on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and other perks through associations such as CompTIA and IIBA.
• Dedicated customer service team for consultants and a certified Career Coach.