Technical Support Analyst
Core
Provide 1st and 2nd level IT support to employees and vendors via phone, email, remote assistance, and face-to-face interactions.
Role type
Senior IC Technical Support Analyst (Service Desk)
Builds
Seamless technology experience for organizational people and vendors
Domain
Corporate IT Operations / End-User Support
Required skills
Troubleshooting hardware/software/SaaS/devices, Incident and service request lifecycle management, User onboarding/offboarding, AV and meeting room tech support, Technical documentation, Stakeholder communication
Preferred skills
ITIL framework knowledge, Ticketing platform experience, Identity and access management processes, Service improvement analysis, Mentoring junior staff
Technologies
Microsoft 365, Microsoft Teams Rooms, Conferencing equipment, End-user devices, Operating systems
Responsibilities
Troubleshoot and resolve technical issues across hardware, software, and devices; Manage incidents and service requests from logging to resolution; Support user onboarding and offboarding activities; Maintain technical documentation and knowledge base; Coordinate with internal teams and external vendors; Mentor junior team members
Seniority
Senior, hands-on IC