User Support Analyst

• Location 304 West 42nd Street,New York, NY, 10036,United States
• Base Pay $27.00 - $42.00 / Hour

The User Support Analyst provides technical support and guidance to users experiencing issues with computer hardware, software, and peripheral equipment. This role serves as a key point of contact for troubleshooting, installations, and user training, ensuring reliable and efficient IT support across multiple office locations.

Provide technical support and guidance to resolve computer hardware, software, and peripheral issues

Communicate with users via phone, chat, email, and ticketing system to assess problems and determine resolution steps

Apply knowledge of hardware and software to diagnose and resolve technical issues

Install, configure, and support new hardware, software, and peripheral equipment

Coordinate service or replacement of defective equipment with vendors and manufacturers

Maintain accurate documentation and logs in the Service Now ticketing system

Develop, update, and maintain user training manuals, procedures, and documentation

Create training materials and provide onsite training as requested

Stay current on technology trends, best practices, and innovations; recommend improvements

Provide onsite support for the Network, Infrastructure, and IT Security teams

Travel between the Salem and Roanoke offices (approximately 30 minutes)

Perform other related duties as assigned

Excellent verbal and written communication skills

Strong interpersonal and customer service skills

Strong analytical and problem-solving abilities

Ability to explain technical concepts to non-technical users

Proficiency with Microsoft Office Suite and related software

Experience using remote support tools (e.g., Splashtop, Dameware)

Knowledge of Zebra printers and manufacturing printing environments

Experience with:

• Windows 10 & 11
• Apple iPhone support
• Service Now or similar ticketing systems
• Microsoft 365 (O365)
• Adobe applications
• Active Directory and server interaction
• Printer setup and support (Zebra, Xerox, HP, and others)
• Basic networking concepts

Ability to lift and move equipment such as servers, switches, and printers (up to 30 lbs)

Associate’s degree or minimum of two (2) years of relevant IT support experience required

Prolonged periods of sitting at a desk and working on a computer

Must be able to lift up to 30 pounds as needed