Support Analyst I

About the role

The IT Support Analyst provides technical support to employees by troubleshooting hardware, software, network, and system issues. This role serves as the primary point of contact for end-user technology support, ensuring timely resolution of incidents, excellent customer service, and minimal disruption to business operations. The IT Support Analyst supports desktop systems, enterprise applications, user accounts, and IT equipment while contributing to continuous improvement of IT service delivery.

Responsibilities

• Provide first- and second-level technical support for onsite and remote end users via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, operating system, network, and connectivity issues.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripherals.
• Provision, modify, and deactivate user accounts, permissions, and access rights.
• Support enterprise applications, including troubleshooting user access and functionality issues.
• Manage and prioritize support tickets to meet established service level agreements (SLAs).
• Document incidents, resolutions, procedures, and technical knowledge articles.
• Assist with onboarding and offboarding activities, including equipment setup and account management.
• Perform software installations, upgrades, patches, and system updates.
• Support conference room technology, audio/visual equipment, and collaboration tools.
• Escalate complex issues to appropriate IT teams or vendors as needed.
• Monitor recurring issues and recommend process improvements to reduce support requests.
• Maintain IT asset inventories and assist with equipment lifecycle management.
• Participate in disaster recovery, business continuity, and cybersecurity awareness initiatives.
• Support IT projects, system implementations, and technology rollouts.

Qualifications

Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent combination of education, training, and experience may be considered.

Experience: 1-3 years of experience in IT help desk, desktop support, or technical support roles. Experience supporting Microsoft Windows environments and common business applications. Experience using IT service management (ITSM) or ticketing systems.

Skills

Technical Skills: Knowledge of Windows operating systems and Microsoft 365. Familiarity with Active Directory, Entra ID (Azure AD), and user account administration. Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi. Experience with endpoint management and device deployment tools. Knowledge of cybersecurity best practices and endpoint security tools. Ability to troubleshoot hardware, software, and connectivity issues efficiently.

Competencies: Strong customer service orientation and communication skills. Excellent problem-solving and analytical abilities. Ability to prioritize multiple requests and manage competing deadlines. Strong documentation and organizational skills. Ability to work independently and collaboratively within a team environment. Continuous learning mindset and adaptability to changing technologies.

Requirements

Physical Requirements: Ability to lift and transport IT equipment up to 30 pounds. Ability to work at a computer workstation for extended periods. Occasional travel between company locations may be required. Dependable mode of transportation.