IT Support Analyst

• Interprets, analyzes, diagnoses, documents, and resolves Level 1 and Level 2 IT issues related to internally supported hardware, peripherals, and software systems.
• Responds to Level 1 and Level 2 incoming calls and service tickets to provide technical support and guide end users through step-by-step solutions.
• Provides company-wide support through multiple communication channels, including but not limited to in-person, email, chat, phone, and/or remote support tools (e.g., emote Help, Remote Control Viewer, TeamViewer).
• Creates incident and/or service request using ServiceNow ticketing system to document user interactions.
• Monitors and follows up on open or resolved tickets, scheduled hardware and software upgrades, and tickets escalated to other support teams to ensure timely progress and resolution.
• Prioritizes requests and incidents in ticket queues to ensure timely resolution and compliance with service level agreements (SLAs). Follows Incident Management Workflow for ticket routing procedures.
• Provides responsive, high-quality customer service to all end users across the organization.
• Provides timely ticket status updates to end users throughout incident or request lifecycle.
• Performs basic administrative and security tasks for a variety of applications and software, including, but not limited to SharePoint, Microsoft 365, Microsoft Exchange, Genesys, Active Directory, and various applications developed internally.
• Diagnoses and solves complex issues for application software, operating systems, and antivirus in real-time.
• Assists end users in operating IT equipment.
• Provides technical assistance, training, and recommends remedial actions, as needed.
• Creates and updates Knowledge Articles ensuring the article has proper formatting, naming conventions, is sufficient to solve the issue, and is not a duplicate.
• Documents incident solutions in problem records and Knowledge Articles.
• Escalates complex incidents and tickets to specialized IT Teams, as necessary.
• Establishes and maintains strong working relationships with various Company departments and team members.
• May serve as resource to other team members for technical issue resolution.
• Performs other related duties and projects as business needs require at direction of management.

• High School Diploma or GED.
• Formal education in Information Technology a plus.
• Minimum three (3) years of experience in applications or IT technical support.
• Previous experience supporting enterprise applications, required.

Pay Range: $31.54 to $34.00/ hr