Techncl Support Analyst I

Job Description Dated: December 2025

Title: Technical Support Analyst I

Reports to: Manager Information Technology

Exemption Status: Non-Exempt / Part-time (3 days a week)

The Technical Support Analyst I is responsible for providing direct support and/or escalating to subject matter experts for assistance in resolving requests submitted by end users. The scope of requests is broad and encompasses a wide range of activities, including, but not limited to specifying and installing equipment, troubleshooting and resolving issues, configuring user profiles, training end users, and maintaining IT related equipment. The Technical Support Analyst I partners with other IT team members as well as end users to ensure solutions achieve desired results. The day-to-day activity of the Technical Support Analyst I demonstrates an IT culture that emphasizes quality, responsiveness, customer service, productivity, high standards and results. The position reports to the IT Manager and maintains open and unbiased communication to ensure the objectives, scope and timeline of projects are maintained and issues that surface are resolved as appropriate.

• Actively support the company's culture and business mission by always putting TCP's people and customers first.
• Establish, in conjunction with Systems Administrator and Network Administrator challenging IT goals, plans and objectives that support the company's vision.
• Develop, maintain and utilize checklists to ensure consistent and predictable delivery of services.
• Maintain user profiles, system configurations and inventory asset records for selected IT resources.
• Manage and respond to IT Help Desk system tickets to deliver rapid response to critical requests, timely response to other requests and manage workload.
• Design, test and deploy standard PC system images, diagnose and resolve PC software/hardware issues and coordinate repair activities with PC hardware support providers.
• Participate in activities associated with internal/external IT security audits and risk assessments and implement corrective actions.
• Manage and maintain positive working relationships with IT solution and service providers and evaluate alternatives to achieve greatest value for the company.
• Establish and support a positive work environment based on mutual respect, honesty, teamwork and continuous improvement.
• Maintain work areas in compliance with 5S standards and policies.
• Actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
• Other responsibilities or projects assigned by manager.

• Six plus months of successful and progressive IT related experience with a demonstrated ability and interest to learn and adapt to a new IT solution.
• Requires attention to detail and accuracy, high energy, problem solving, forward thinking and the ability to adapt to changing business requirements while maintaining consistent and reliable IT solutions and services.
• Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance

• Thorough knowledge of business applications within scope of responsibility necessary to fulfill job responsibilities.
• Analytical/problem solving skills.
• Clear and concise oral and written communication to all levels of the organization.
• Effectively organize and prioritize work.
• Simultaneously manage and deliver multiple projects.
• Proficiency in all Microsoft Office applications.
• Ability to work collaboratively with others as a team; shares knowledge as needed and can work effectively together on the team to achieve departmental and organizational goals.

Education/Training

• Bachelor's degree in Computer Information Systems, Computer Networking or other appropriate field of study and/or equivalent work experience.

Physical/Environmental

• Sitting for periods of time, completing tasks using a computer and other office equipment.

• Position requires frequent talking, hearing, and vision with moderate standing, walking and reaching.

• May require lifting up to 50 lbs.
• Job position responsibilities are generally performed in a business office environment with computers, printers and phones.
• Ability to travel via automobile and/or airplane, as necessary to successfully perform role.