IT Support Analyst

Job Summary

Providing first-level support remotely, the full-time IT Support Analyst I will assist employees and clients with technical issues through multiple channels, manage incident requests, and improve customer satisfaction.

Key responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone or email
• Perform remote troubleshooting and guide customers through the problem-solving process
• Record incidents and resolutions in logs while following up on customer status and feedback

Required qualifications

• Minimum high school diploma or equivalent experience in Information Technology or related field
• Preferred industry certifications such as HDI, MCP, Network+, and A+; HDI certification required within one year of hire
• 1-2 years of experience providing IT technical support via phone, chat, or email preferred