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# Technical Support Analyst

- **Company:** Imperial PFS
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Software Applications, Microsoft Outlook, Microsoft Office, Data Logging, Servicenow
- **Published:** August 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=55db79878b2aa60f

## About the Role

* Extensive knowledge of operating systems, computer/laptop/printer hardware installation and repair.
 * Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, Mobile Computer, Smart Phones/Blackberry, faxing, scanning, and other similar programs.
 * Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.
 * Knowledge of service desk and customer service best practices
 * Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool.
 * Excellent communication skills, particularly via phone and email.
 * Dedicated to high quality customer service and a working knowledge of enterprise-wide service delivery procedures.
 * Strong problem-solving skills and inherent decision making abilities

EDUCATION QUALIFICATIONS:

High School

Some College

## Description

As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support., * Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client updated on the status of problem resolution.

 * Identify technology based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes.
 * Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems.
 * Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets.
 * Develop written documentation for new and existing procedures.
 * Create and maintain knowledge base of articles used by IT resolver groups and Associates for self-help instructions.


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