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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** FIRSTPRO INC - **Location:** Ewing Township, NJ, United States - **Experience:** Starter - **Salary:** $37,440.0 - $41,600.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Business Software, Software Documentation, Information Systems, System Configuration, Web Browsers, Identity and Access Management, Virtual Private Networks (VPN), Knowledge Management, Remote Service Software, Enterprise Software Applications, Software Troubleshooting, Information Technology, User Administration - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=617a6f6b6f338936 ## About the Role * 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. ## Description * 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. ## Related Videos - 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