Tech Support Analyst

On behalf of our client— Fusion HCR is seeking aTech Support Analyst for a preferred company. IT Support Analyst

The IT Support Analyst provides front-line technical assistance to employees and helps ensure users have the technology and access needed to perform their jobs effectively. This position serves as an initial resource for technical questions and problems, diagnosing issues, providing solutions, documenting activity, and escalating matters when additional expertise is required.

• Provide day-to-day technical support for computers, laptops, peripherals, applications, and network connectivity.
• Monitor and respond to incoming help desk requests through phone, ticketing systems, and other support channels.
• Assist with new employee technology setup, account access, equipment deployment, and onboarding activities.
• Troubleshoot hardware, software, connectivity, and user-access problems and determine the appropriate resolution.
• Investigate recurring or more complex technical issues and research potential solutions.
• Maintain accurate documentation of troubleshooting steps, resolutions, equipment, and user requests.
• Escalate issues that require additional technical expertise while maintaining ownership through resolution.
• Assist with IT projects, system implementations, equipment management, and other departmental initiatives.
• Perform additional IT support responsibilities as needed.

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Entry-level candidates are encouraged to apply; equivalent education, training, certifications, or hands-on technical experience may be considered.

• Strong troubleshooting and problem-solving abilities.
• Comfortably supporting users with varying levels of technical knowledge.
• Ability to quickly learn new technologies, applications, and procedures.
• Strong organizational skills with the ability to prioritize multiple support requests.
• Clear and professional written and verbal communication.
• Customer-focused approach with strong interpersonal skills.
• Working knowledge of Windows environments, networking, hardware, software, and common productivity applications.
• Familiarity with technologies such as Active Directory, VoIP, Service Now, Cisco, and network monitoring tools is a plus.
• Ability to work independently while knowing when to elevate technical issues.