IT Support Analyst Level 1

Job Summary

Providing first-line support for Infor M3 Cloud and related business applications, the remote Business IT Support Analyst Level 1 will manage user requests, resolve routine issues, and ensure exceptional customer service in a full-time capacity.

Key responsibilities

• Provide first-line support through phone, email, and ticketing systems for Infor M3 Cloud and related applications
• Respond to and resolve user issues and service requests in accordance with established service level agreements (SLAs)
• Document incidents, service requests, and resolutions while maintaining communication with customers

Required qualifications

• Associate's or bachelor's degree in computer science, information systems, business, or a related field, or equivalent work experience
• Experience in customer service, technical support, help desk, or business application support preferred
• Exposure to ERP systems such as Infor M3 or similar business systems is preferred
• ServiceNow ITSM or similar ticket management experience is preferred
• Strong troubleshooting and analytical skills