Information Technology Support Analyst

Full time onsite role. 5 days / week in office

Job Description & Major Areas of Responsibility:

The IT Support Analyst serves as the first point of contact for users experiencing technical issues. This role involves, but is not limited to, providing basic IT support, troubleshooting hardware and software problems, and escalating complex issues to higher-level support teams.

• Serve as the initial point of contact and respond promptly to user inquiries via ticketing system or phone.
• Maintain detailed documentation of all user inquiries within ticketing system.
• Troubleshoot and resolve common technical issues related to hardware, software, network connectivity
  , and peripherals.
• Manage and prioritize helpdesk tickets to ensure timely resolution.
• Document user interactions, problems, and solutions accurately.
• Follow up with users to ensure their issues have been resolved to their satisfaction.
• Provide guidance and basic training to users on IT systems and software.
• Escalate unresolved or complex issues to other IT Department teams.
• Assist with software installations, updates and routine maintenance tasks
  .
• Maintain a knowledge base of common problems and solutions to improve support efficiency.

• Associates degree from a college or university and two to five years related experience and/or training or equivalent combination of education and experience.
• Basic understanding of computer systems,
  operating systems (Windows, macOS, iOS), and common software applications.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Strong communication (both verbal and written) and customer service skills.
• Ability to diagnose and resolve basic technical problems efficiently.
• Good organizational skills and attention to detail.
• Willingness to learn and adapt to new technologies.

• Seniority level:
  Associate
• Employment type:
  
  Full-time

• Job function:
  Information Technology
• Industries: IT Services and IT Consulting

Note:

The remaining content including location notes and salary ranges listed in the original description that appear as job alerts or postings snippets have been omitted for clarity and relevance to this specific role description.