Support Center Analyst

Job Summary

Providing technical support to users, the full-time Support Center Analyst will troubleshoot and resolve software, hardware, and technology-related issues while working remotely after an initial onsite training period.

Key responsibilities

• Answers and prioritizes incoming support requests via phone, email, and in-person for various technology-related issues
• Manages problem recognition, research, isolation, resolution, and follow-up for routine user problems, escalating complex issues as needed
• Maintains incident and problem management databases, ensuring accurate documentation and excellent customer relationships

Required qualifications

• High school diploma or equivalent, plus completion of a 6-12 month Information Technology program or equivalent experience
• Three years of customer service experience, preferably in a technical support environment
• Ability to troubleshoot and resolve computer-related issues while communicating solutions effectively
• Proficiency with Microsoft Office applications, including Teams
• Experience in creating documentation such as reports and user guides