Telecom Support Analyst

About the role

Provides Tier 1 service level support for hardware (PCs, end‑user devices, peripheral equipment), application software, and operating system issues. Serves as the first point of contact for the IS Department, handling customer problems, tracking incidents, and ensuring proper escalation to Tier 2. Maintains knowledge of client IS applications, hardware, mobile devices, and multiple operating system platforms while adhering to Service Desk standards and information security policies.

Responsibilities

• Diagnose and resolve hardware, software, and peripheral issues via phone, remote tools, or on‑site.
• Accurately log call information and track all customer service items to completion.
• Evaluate issues to determine appropriate service level; resolve Tier 1 problems and escalate Tier 2 issues.
• Maintain and increase knowledge of client applications, hardware, mobile devices, and OS platforms.
• Provide focused customer service, applying incident, problem, and change management processes.
• Recommend improvements to service quality and reduce repeat incidents.
• Manage Level 1 queues, propose new queues for proper categorization, and coordinate queue assignments with stakeholders.
• Support integration of information security into technology resources and comply with enterprise security policies.
• Assist with compliance activities related to state, federal, and healthcare accreditation regulations.

Required Skills & Experience

• 2–3 years of EUD support, Service Desk support, or equivalent experience.
• Strong customer‑service orientation and team‑player attitude.
• Excellent verbal and written communication, documentation, and organizational skills.
• Ability to analyze and resolve problems remotely or on‑site.
• Hands‑on experience with printers, terminals, PCs, networking, and telecommunication hardware.
• Knowledge of Microsoft software issues (security, deployment, imaging, licensing, compliance).
• Working knowledge of the TCP/IP protocol suite.
• Ability to follow established processes and suggest improvements.

Preferred Qualifications

• Familiarity with medical terminology and prior medical EUD or Service Desk Level 2 support.

Education

• Required: High school diploma.
• Preferred: Some college coursework, technical school diploma, or equivalent technical education.

Certifications

• Required: A+ Certification.
• Preferred: ACSP, MCP, MCSA, ITIL Foundations, CCNA, Lexmark & Lenovo Self‑Maintainer.

Pay

$20–$25 per hour (W‑2 contract).