Computer User Support Analyst

Job Summary

Providing exceptional customer service, the full-time Computer User Support Analyst will triage and resolve support requests, maintain accurate records, and contribute to documentation efforts in a remote capacity.

Key responsibilities

• Triage incoming Service Requests and provide known fixes or escalate to appropriate support teams
• Maintain accurate records of customer interactions and contribute to the FTS wiki by updating and adding information
• Respond to customer requests for information and provide follow-up communication when necessary

Required qualifications

• Associate's degree plus two years of computer support or IT experience; OR
• Bachelor's degree in Computer Science or related field; OR
• An equivalent combination of training and/or experience
• Proven Service Desk experience with customer relations skills
• Familiarity with both Windows and MacOS operating systems