Support Analyst I - Remote

Overview

The Support Analyst is the first tier in delivering exceptional customer service by implementing, maintaining, and troubleshooting technical systems. This role involves a high volume of initial contact via phone and/or email supporting and optimizing customer workstations, servers, software, network equipment, and connectivity. The ideal candidate is customer-focused, possesses strong verbal and written communication skills, and proactively works to meet client needs.

In Short

• Serve as Tier I and first point of escalation for clients seeking technical assistance over the phone and ticketing system.
• Able to multitask in a fast-paced environment by taking a high volume of phone calls.
• Comfortable with remote troubleshooting (I.E. Password Resets, New User/Workstation Setups).
• 1-2 years in a similar role of IT support.
• Setup and install Microsoft Office Suite, and other Windows applications.
• Troubleshooting Windows workstations and applications.
• Experience with Anti-virus/malware software and remediation processes.
• Support various email systems (O365, GSuite).
• Knowledge of network switches, firewalls, and access points.
• Provide third party vendor management assistance.

Requirements

• Ensure that Service Level Agreements are met for all customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong documentation skills with the ability to accurately document information.
• Acute attention to detail and ability to absorb information quickly.
• Excellent communication and interpersonal skills.
• Proven analytical and problem-solving abilities.
• Ability to multi-task and organize deadlines.
• Exhibit professional appearance and demeanor at all times.
• College Diploma, Degree in Computer Science, or equivalent experience preferred.
• Microsoft, CompTIA, Cisco and other Certifications are a plus.

Benefits

• 401(k) matching.
• Dental insurance.
• Employee assistance program.
• Employee discount.
• Paid time off immediately available upon hire.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Referral program.
• Vision insurance.