Support Analyst

Job Summary

Providing remote enterprise-level IT support, the full-time Support Analyst will resolve hardware and software issues, handle access requests, and manage incidents while ensuring high standards of customer service.

Key responsibilities

• Troubleshoot and resolve first-level technical support issues via phone, email, chat, and video
• Promote self-help resources and escalate unresolved tickets after 30 minutes
• Participate in on-call rotations during evenings, weekends, and holidays

Required qualifications

• Currently enrolled in a tech/computer science program or has relevant support center experience
• Minimum 1 year of technical customer service or equivalent training
• Proficient in PC, laptop, printer, and peripheral hardware support
• Skilled in Windows, Microsoft Office, communication tools, antivirus, and diagnostics
• Capable of troubleshooting onsite and remote computing issues