Technical Support Analyst

• Serve as the first point of contact for IT incidents and service requests via phone, email, chat, and the IT service management (ITSM) platform.
• Provide Tier 1 technical support for hardware, software, operating systems, Microsoft 365, printers, mobile devices, VPN connectivity, and user access issues.
• Log, categorize, prioritize, and document incidents and requests accurately in accordance with established service management processes.
• Escalate complex issues to Tier 2 or Tier 3 support teams while maintaining ownership of the ticket through resolution.
• Communicate effectively with end users by providing timely updates and setting clear expectations.
• Diagnose and resolve routine technical issues using documented procedures, knowledge articles, and standard troubleshooting methodologies.
• Perform basic system configuration, software installation, password resets, account provisioning, and workstation support.
• Validate solutions with users to ensure issues have been fully resolved and customer satisfaction is achieved.
• Identify recurring incidents and assist with trend analysis and root cause investigations.
• Create, maintain, and improve knowledge base articles, standard operating procedures, and user documentation.
• Document troubleshooting steps and resolutions to improve first-call resolution and promote knowledge sharing.
• Assist with maintaining accurate asset, ticket, and service records.
• Support reporting on service desk performance metrics, including ticket volume, response times, resolution times, and SLA compliance.
• Participate in service improvement initiatives designed to enhance efficiency and the overall customer experience.
• Develop knowledge of ITIL best practices, including Incident Management, Request Fulfillment, Knowledge Management, and Problem Management.
• Gain experience with enterprise technologies including identity management, endpoint management, remote support tools, and automation.
• Support employee onboarding, offboarding, workstation deployments, and other lifecycle management activities.
• Participate in training opportunities to expand technical knowledge and professional skills.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent combination of education and experience may be considered.
• One (1) to two (2) years of experience in an IT support, help desk, service desk, or technical customer support role.
• Working knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, web browsers, VPN connectivity, and common business applications.
• Basic understanding of Active Directory, user account administration, or identity management concepts is preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills with a strong customer service orientation.
• Ability to prioritize multiple tasks, work independently, and perform effectively in a fast-paced environment.
• Demonstrated willingness to learn new technologies and grow within an IT support organization.

3.73.7 out of 5 stars Ewing, NJ 08520 $18 - $20 an hour - Contract, Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Vision insurance