IT Support Analyst

Job Summary

Providing remote Tier 0/1 technical assistance, the full-time IT Support Analyst I will respond to support requests, resolve common technical issues, and escalate complex problems while ensuring excellent customer service for university students, faculty, and staff.

Key responsibilities

• Respond to support requests via phone, email, chat, and service portal, delivering courteous remote assistance
• Record, categorize, prioritize, and update incidents in the ticketing system while communicating status and next steps to users
• Resolve common technical issues related to accounts, email, Microsoft 365, and network connectivity, and provide remote troubleshooting for university-issued devices

Required qualifications

• High school diploma or equivalent; relevant education or IT support experience may be considered
• Basic familiarity with Windows and/or macOS, Microsoft 365 applications, and common mobile devices
• Ability to learn university systems and support procedures effectively
• Experience in customer service or technical support roles is preferred
• Capability to work independently in a remote environment and follow documented procedures