IT Support Analyst I - Remote

Overview

The IT Support Analyst I is responsible for providing first-level support to employees and clients, handling incidents and service requests through various channels.

In Short

• Serve as the first point of contact for technical assistance.
• Assist with technical support questions via phone and email.
• Perform remote troubleshooting using diagnostic techniques.
• Resolve issues related to hardware, software, and network connectivity.
• Document events and problems in logs.
• Provide accurate information on IT products or services.
• Work closely with leadership to improve customer support.
• Participate in data recovery operations.
• Identify potential improvements to procedures.
• Maintain customer follow-ups and status updates.

Requirements

• High school diploma or equivalent experience in IT or Computer Science.
• 1-2 years of IT technical support experience preferred.
• Knowledge of Microsoft Windows and MAC OS.
• Industry certifications (HDI, MCP, Network+, A+) preferred.
• Ability to troubleshoot hardware and software issues.
• Strong communication skills for customer interaction.
• Experience with ServiceNow or similar software.
• Willingness to obtain HDI certification within one year of hire.
• Ability to work in a fast-paced environment.
• Problem-solving skills and attention to detail.

Benefits

• Competitive wages with pay equity.
• Medical, dental, and vision insurance.
• Paid Time Off (PTO) and 12 paid holidays.
• 401k plan with employer match.
• Tuition reimbursement and wellness programs.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Community volunteer time off.
• Employee Assistance Program (EAP) for mental health support.
• Company-paid disability insurance.
• Inclusive workplace culture.