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
Technical Support Analyst (Service Desk)
Builds
Seamless technology experience for organizational staff and vendors
Domain
IT Service Management / End-User Computing
Deliverable
client delivery
Required skills
troubleshooting hardware/software/SaaS issues, incident lifecycle management, user onboarding/offboarding, AV and meeting room tech support, technical documentation, stakeholder coordination
Preferred skills
ITIL framework knowledge, ticketing platform experience, identity and access management tools, service improvement analysis, mentoring junior staff
Technologies
Microsoft 365, Microsoft Teams Rooms, conferencing equipment, ticketing systems
Responsibilities
Resolve hardware, software, and access issues; manage user account provisioning and equipment setup; support audio-visual and meeting room technologies; maintain incident documentation and knowledge base; coordinate with internal teams and external vendors; monitor recurring issues and contribute to service improvements; mentor junior team members.
Seniority
Mid-level, hands-on IC