Technical Support Analyst I

We're seeking a motivated and people-first Tech Support Analyst (Tier 1) to join our Information Technology team. In this role, you'll serve as the first line of support for employees across the organization - helping resolve technical issues, maintain productivity, and deliver a seamless support experience.

This is an excellent opportunity for someone early in their IT career who enjoys solving problems, learning new technologies, and working directly with people. You'll gain hands-on experience supporting enterprise systems, endpoint technologies, onboarding processes, and day-to-day IT operations in a collaborative and growth-oriented environment.

What You'll Do

· Serve as the first point of contact for employee IT support requests through phone, email, ticketing systems, and walk-up support.

· Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely and professional manner.

· Configure, deploy, and troubleshoot laptops, desktops, mobile devices, peripherals, and collaboration tools.

· Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with accurate and detailed documentation.

· Manage and resolve support tickets in alignment with service level agreements (SLAs) and departmental standards.

· Support employee onboarding and offboarding activities, including equipment provisioning, account setup, and access management.

· Maintain accurate records of support requests, troubleshooting steps, asset inventory, and technical resolutions.

· Assist with Microsoft 365 support including Outlook, Teams, SharePoint, and related collaboration tools.

· Contribute to internal knowledge base documentation and continuous improvement initiatives.

· 0-2 years of experience in technical support, IT helpdesk, desktop support, or a related environment; internships and academic experience may be considered.

· Working knowledge of Windows and/or macOS operating systems.

· Familiarity with Microsoft 365 applications including Outlook, Teams, and SharePoint.

· Strong communication, organizational, and customer service skills.

· Ability to manage multiple priorities and remain detail-oriented in a fast-paced environment.

· Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms preferred.

· Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity preferred.

· Familiarity with Active Directory or Azure Active Directory environments preferred.

· CompTIA A+, ITIL Foundation, or similar technical certification is a plus.

You'll Excel If You:

· Enjoy helping people and take pride in delivering a positive customer support experience.

· Stay calm and solutions-focused when troubleshooting technical issues under pressure.

· Are highly organized and able to manage multiple support requests efficiently.

· Communicate clearly and professionally with both technical and non-technical users.

· Demonstrate curiosity, initiative, and a willingness to continuously learn and grow your technical skills.

· Thrive in a collaborative environment where teamwork and accountability are valued.

· A collaborative IT environment focused on mentorship, learning, and professional growth.

· Exposure to a wide range of technologies, systems, and business operations.

· Opportunities for advancement into Tier 2 support and other IT career paths.

· A hybrid work environment that supports flexibility and collaboration.

· Competitive compensation and comprehensive benefits package.

· A supportive, mission-driven culture where your contributions directly impact employee productivity and operational success.

Why Join IPA?:

At IPA, you're not just joining a company, you're joining a mission-driven, inclusive culture dedicated to improving infection prevention and operational efficiency in healthcare. We invest in our people with meaningful work, a collaborative environment, and benefits that support both your personal and professional success.

When you join IPA, you'll enjoy: * Generous paid time off and company holidays * Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine * Health Savings Account (HSA) with company contributions, plus optional FSA plans

• Company-paid life and disability insurance

401(k) with company match to support your retirement goals * Employee Stock Purchase Plan (ESPP) own a piece of what you're building * Tuition reimbursement to support continued learning and development * Paid parental leave for when your family grows

At IPA, we believe your career should be both meaningful and sustainable. If you're ready to make a real-world impact and grow with a company that invests in you, we'd love to meet you.