Dedicated Support Analyst
Core
Resolve Level 1 and moderately complex Level 2 service tickets for client end users and IT stakeholders in manufacturing, logistics, and municipal environments.
Role type
Senior IC IT support analyst
Builds
Client-specific documentation and knowledge resources
Domain
IT support and technical service delivery
Deliverable
client delivery
Required skills
Windows administration, macOS administration, basic networking, troubleshooting, ticket management, documentation, communication
Preferred skills
Managed services experience, RMM tools, PSA platforms, cloud identity support, travel readiness
Technologies
Cloud, macOS, Network Security, Windows, Flow
Responsibilities
Resolve Level 1 and Level 2 service tickets, troubleshoot unfamiliar issues, identify recurring issues, serve as primary support contact, guide Analyst I team members, track time accurately, participate in on-call rotation, own tickets from intake through resolution
Seniority
Mid-level, hands-on IC