Technical Support Analyst

Key Responsibilities

• Identify & Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.
• Ticketing & Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).
• Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.
• Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.
• Knowledge Base Growth: Contribute to our internal "How-To" guides to help users (and the team) help themselves.

Technical Requirements

• Operating Systems: Proficiency in Windows 10/11 and macOS environments.
• Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.
• Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.
• Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).
• Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.

What We’re Looking For

• Communication Skills: The ability to translate "tech-speak" into helpful instructions for non-technical users.
• Empathy & Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.
• Active Listening: Picking up on the "clues" a user gives to diagnose an issue they might not have the words to describe.
• Clear Communication: The "Translate Tech-to-Human" skill—explaining complex fixes in simple, jargon-free language.
• Multitasking: The ability to type accurate notes while speaking and navigating multiple screens.

Our Commitment to You

• We believe in clear expectations and constant growth.
• You can expect frequent, constructive feedback, interim evaluations to track your progress, and all the resources you need to master your role and hit your performance goals.

Requirements & Qualifications

• Minimum Qualifications: Education: Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
• Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).
• Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.

Preferred Skills

• Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate.
• Customer Service: A background in Help Desk technical support, ideally in an academic or corporate setting.

Physical Requirements

• Ability to work 100% on-site with possible Telework options.
• Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.