Tier 1 Technical Support Analyst

• Provide first-level technical support via phone, chat, and remote support tools.
• Troubleshoot and resolve issues involving:
• Windows PCs and Apple Mac computers
• Microsoft Office 365 applications
• Outlook (heavy emphasis)
• Microsoft Teams
• OneDrive
• Citrix Workspace and virtual desktop environments
• Corporate and personal mobile devices
• iPhones and Android devices
• Diagnose and resolve basic hardware problems including:
• Monitors and display configuration
• Thin clients and HP Mini devices
• Headsets and audio peripherals
• Keyboards, mice, and docking stations
• Basic printer issues
• Network cable and connectivity troubleshooting
• Support remote access technologies and virtual work environments.
• Assist with account access, authentication, password-related issues, and multi-factor authentication.
• Document incidents, troubleshooting activities, and resolutions in the ticketing system.
• Escalate complex issues to second-level support teams when appropriate.
• Follow established support procedures, knowledge articles, and service-level expectations.
• Contribute to continuous improvement by identifying recurring issues and recommending solutions.

Technical Skills

· Experience supporting:

o Windows operating systems

o macOS

o Microsoft Office 365

o Outlook

o Microsoft Teams

o OneDrive

· Working knowledge of:

o Citrix Workspace/Virtual Desktop environments

o Mobile device support (iPhone and Android)

o Basic networking concepts

o Hardware troubleshooting and peripheral support

· Familiarity with remote support tools and ticketing systems.

Preferred Qualifications:

· Previous Service Desk, Help Desk, or Technical Support experience.

· Experience in a financial services or banking environment.

· Knowledge of investment, wealth management, or financial industry terminology.

· Experience supporting remote and hybrid workforces.

· Familiarity with enterprise identity and authentication tools.

Pay Range*: $20- $24 per hour

*Pay range offered to a successful candidate will be based on several factors, including the candidate’s education, work experience, work location, specific job duties, certifications, etc.

Benefits: Innova Solutions offers benefits (based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

ABOUT INNOVA SOLUTIONS:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions:

• Named One of America’s Best Employers for New Grads by Forbes (2024
• Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
• One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024)
• One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
• Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
• One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
• AWS Advanced Tier Services Partner with 100+ certifications

Website: https://www.innovasolutions.com