Support Center Analyst

Job Summary

A company is looking for a Support Center Analyst to provide technical support to end users.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance through various communication channels
• Document all interactions and escalate unresolved issues to appropriate technical teams while maintaining user follow-up
• Monitor and prioritize incoming service requests to meet defined Service Level Agreements (SLAs)

Required Qualifications

• High School diploma and 5 years of experience
• Must be a U.S. Citizen with an active secret clearance
• 1-3 years of experience in a help desk, service desk, or technical support role
• Strong knowledge of Windows/Mac operating systems and Microsoft Office 365
• Experience with ticketing systems such as ServiceNow or similar