Support Analyst

Job Description:

The Support Analyst serves as the first point of contact for technical support issues from business partners. This role is responsible for responding to inquiries, gathering necessary information, and either resolving issues during the initial contact or escalating them to the appropriate support team.

Primary responsibilities include phone and deskside support, as well as handling incidents and service requests submitted via the Self Service portal. The Support Analyst will also document solutions for both internal Service Desk use and end-user reference, and may participate in project and change-related work.

Skills/Experience:

• 2–4 years of IT work experience
• 1–2 years of Call Center experience
• 1–2 years of Desktop Support experience

Required Skills:

• Strong troubleshooting and problem-solving skills with a professional, accurate approach
• Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, mobile devices, and antivirus/antispyware tools
• Strong understanding of desktop, laptop, and thin client hardware
• Experience supporting peripherals such as printers and desk phones
• Excellent verbal, written, organizational, and interpersonal communication skills
• Ability to adapt to changing environments with a flexible and courteous approach

Desired Skills:

• Self-motivated team player
• Strong organizational and multitasking abilities
• Flexible and proactive in a dynamic environment

Education Requirements:

• High School Diploma or equivalent

Certification Requirements:

• Familiarity with ITIL processes and framework (ITIL v3 or 2011 certification a plus)
• Help Desk and/or Desktop Support technical certification preferred