Technical Support Analyst I

Are you passionate about solving technical problems and helping people? Join our team as a Technical Support Analyst I, where you’ll be the first point of contact for users experiencing issues with their technology. This entry-level role is perfect for individuals who enjoy troubleshooting, delivering excellent customer service, and growing their IT career in a fast-paced, team-oriented environment.

What You’ll Do

• Respond to user inquiries via phone, email, and ticketing systems
• Diagnose and resolve hardware, software, and network issues
• Provide clear, step-by-step technical guidance to users
• Escalate complex issues to senior support or specialized teams
• Document support interactions and resolutions
• Assist with software installations, updates, and configurations
• Deliver remote support and maintain high levels of professionalism
• Collaborate with IT teams to resolve recurring issues, * Technical Support Dispatcher - Coordinate and assign incoming support requests
• Technical Support Analyst II - Handle more complex issues and specialize in systems
• Senior Technical Support Analyst - Contribute to product development and advanced troubleshooting

Do you have experience in macOS?, Do you have a Associate’s degree?, * Associate’s degree in Computer Science, Information Technology, or a related field

• Certifications (preferred but not required):
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• MS-900 Microsoft 365 Fundamentals

Experience & Technical Skills

• 0-2 years in a technical support or help desk role
• Basic understanding of networking, operating systems (Windows/macOS), and common software applications
• Familiarity with ticketing systems and remote support tools

Soft Skills

• Strong communication and interpersonal skills
• Analytical thinking and problem-solving ability
• Patience and customer service orientation, * Exposure to ITIL practices or certification
• Experience with cloud platforms (e.g., Microsoft 365)
• Experience in IT ticketing systems
• Ability to work in a fast-paced, team-oriented environment
• Multilingual skills for diverse support environments

Pulled from the full job description

• Opportunities for advancement