Dedicated Support Analyst

Position: Dedicated Support Analyst I
POSITION SUMMARY

We're looking for a detail-oriented, dependable IT professional who takes pride in delivering exceptional support and building strong client relationships. As a Dedicated Support Analyst I, you'll serve as a trusted onsite IT resource for one of our valued clients, working closely with a small team to provide responsive, high-quality technical support in a structured and collaborative environment.

This role is ideal for someone who enjoys specialized, hands-on work and values accuracy, consistency, and follow-through. You'll become deeply familiar with your client's environment and play a key role in maintaining stable, reliable IT operations. Success in this position comes from combining technical competence with strong communication, professionalism, and a commitment to excellent service.

The pace of the role is steady and fast-moving, with a variety of support requests and troubleshooting responsibilities throughout the day.

You'll work with in clearly defined processes and expectations while receiving ongoing training, support, and opportunities to expand your technical expertise and confidence.

We're seeking someone who approaches their work thoughtfully and carefully, communicates well with both technical and non-technical users, and enjoys solving problems in a team-focused environment. If you thrive in a role where attention to detail, accountability, collaboration, and customer experience truly matter, we'd love to meet you.

ROLES AND RESPONSIBILITES (Include the following but are not limited to)

• Provides technical assistance and a best-in-class experience for all IT requests raised by Client.
• Provides phone support and call routing as necessary.
• Assists onsite at various client locations around San Diego County as needed.
• Responsibilities include but are not limited to:
  Hardware (desktops, laptops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving service requests and incidents including but not limited to user onboards, offboards, active directory management, spam filter management/training, printer configurations, remote connectivity hardware/software support, password resets, O365 management.
• Diagnose and troubleshoot network related challenges ranging from Wi-Fi challenges to network outages.
• Coordinates appointments and onsites with end users as needed
• Documents time and interactions with end users using centrex
  
  IT's PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with client, and updating and closing tickets adhering to defined Service Level Goals (SLG's).
• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner
• Identifies Net New Revenue
• Executes recommended fixes, updates, or change controls where appropriate.
• Follows best practices as defined by vendor, manufacturer, or centrex
  
  IT defined processes.
• Process and Work Instruction creation, approval, testing, and adherence
• Turning "tribal knowledge" into a repeatable audit ready process for consistent execution of IT operations
• Works directly with vendors to resolve issues and manage 3rd party applications.
• Identifies and declares breakdowns within systems and processes.
• Communicate openly and authentically with internal team and client to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience.
• Ensures safety and security of client and their data in accordance with required policies and procedures.
• Attends company, department and individual meetings and trainings as required.
• Responsible for reporting on defined KPI's, metrics and goals.
• Develops and maintains excellent client relationships.
• Onsite provisioning and deployment of new computers as well as the reprovision of existing computers.
• Assists, escalates, and consults with other team members as…