Technical Support Analyst

Position: Technical Support Analyst I
Technical Support Analyst I

Location: Duluth, GA

Department: IT

Reports to: Director of Cybersecurity & IT

Direct Reports: None

Type: Full-Time

Status: Non-Exempt

Schedule: Hybrid M-F (3-4 days in office; Friday remote)

Compensation: $21.63 - $24.04 per hour

The Role

We're seeking a motivated and people-first Tech Support Analyst (Tier
1) to join our Information Technology team. In this role, you'll serve as the first line of support for employees across the organization - helping resolve technical issues, maintain productivity, and deliver a seamless support experience.

This is an excellent opportunity for someone early in their IT career who enjoys solving problems, learning new technologies, and working directly with people. You'll gain hands-on experience supporting enterprise systems, endpoint technologies, onboarding processes, and day-to-day IT operations in a collaborative and growth-oriented environment.

What You'll Do

• Serve as the first point of contact for employee IT support requests through phone, email, ticketing systems, and walk-up support.

• Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely and professional manner.

• Configure, deploy, and troubleshoot laptops, desktops, mobile devices, peripherals, and collaboration tools.

• Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with accurate and detailed documentation.

• Manage and resolve support tickets in alignment with service level agreements (SLAs) and departmental standards.

• Support employee onboarding and offboarding activities, including equipment provisioning, account setup, and access management.

• Maintain accurate records of support requests, troubleshooting steps, asset inventory, and technical resolutions.

• Assist with Microsoft 365 support including Outlook, Teams, SharePoint, and related collaboration tools.

• Contribute to internal knowledge base documentation and continuous improvement initiatives.

• Communicate technical information clearly and effectively to users with varying levels of technical expertise.

What You Bring

• 0-2 years of experience in technical support, IT helpdesk, desktop support, or a related environment; internships and academic experience may be considered.

• Working knowledge of Windows and/or macOS operating systems.

• Familiarity with Microsoft 365 applications including Outlook, Teams, and SharePoint.

• Strong communication, organizational, and customer service skills.

• Ability to manage multiple priorities and remain detail-oriented in a fast-paced environment.

• Experience with ticketing systems such as Service Now, Jira, Zendesk, or similar platforms preferred.

• Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity preferred.

• Familiarity with Active Directory or Azure Active Directory environments preferred.

• CompTIA A+, ITIL Foundation, or similar technical certification is a plus.

You'll Excel If You:

• Enjoy helping people and take pride in delivering a positive customer support experience.

• Stay calm and solutions-focused when troubleshooting technical issues under pressure.

• Are highly organized and able to manage multiple support requests efficiently.

• Communicate clearly and professionally with both technical and non-technical users.

• Demonstrate curiosity, initiative, and a willingness to continuously learn and grow your technical skills.

• Thrive in a collaborative environment where teamwork and accountability are valued.

What We Offer:

• A collaborative IT environment focused on mentorship, learning, and professional growth.

• Exposure to a wide range of technologies, systems, and business operations.

• Opportunities for advancement into Tier 2 support and other IT career paths.

• A hybrid work environment that supports flexibility and collaboration.

• Competitive compensation and comprehensive benefits package.

• A supportive, mission-driven culture where your contributions directly impact employee productivity and operational success.

Why Join IPA?:

At IPA, you're not just joining a company, you're joining a mission-driven, inclusive culture dedicated to improving infection prevention and…