IT Support Analyst

Job Summary
The IT Support Analyst provides advanced technical support, system administration, and end-user assistance to ensure the reliable operation of the organization’s IT infrastructure. This role combines hands-on troubleshooting with proactive involvement in IT projects, with a focus on improving system reliability, efficiency, and security. Serving as an escalation point for complex technical issues, the analyst collaborates across departments to deliver outstanding service in a fast-paced environment.

Responsibilities

● Diagnose and resolve hardware, software, and network issues reported via phone, chat, email, and ticketing systems.

● Consult with end users to identify problems, walk through diagnostic steps, and guide them through troubleshooting processes using remote tools and verbal instruction.

● Install, configure, and maintain networking equipment and infrastructure, including switches, routers, access points, and cabling.

● Implement and enforce IT security practices, protocols, and access controls in accordance with organizational policy.

● Coordinate with software and hardware vendors for repairs, replacements, and warranty service as needed.

● Collaborate with IT team members and cross-functional staff to research, escalate, and resolve complex technical issues.

● Document all work performed—including troubleshooting steps, resolutions, and follow-up actions—clearly and concisely in the ticketing system.

● Stay current with emerging technology trends, tools, and best practices to support continuous improvement.

● Perform additional duties as assigned to support IT operations.

Key Competencies

● Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

● Excellent interpersonal and customer service skills with a professional and approachable telephone manner.

● Analytical mindset with strong problem-solving abilities.

● Proficiency with the Microsoft Office Suite and the ability to quickly learn new hardware and software platforms.

● Self-motivated and well-organized, with the ability to work independently and as part of a team.

● Reliable attendance and punctuality.

Education & Experience

Required

● At least 1 year of experience in a customer-facing technical support role.

● Proficiency with Windows and Apple/iOS operating systems.

● Working knowledge of IT security principles and best practices.

Preferred

● Associate’s degree in Computer Science, Information Technology, or a related field.

● 1+ years of experience in IT networking (LAN/WAN, TCP/IP, DNS, DHCP).

● 1+ years of experience in telecommunications, VoIP, or telephony systems.

Physical Requirements

● Ability to sit, stand, and walk for prolonged periods throughout the workday.

● Must be able to lift up to 50 pounds as needed.

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person