Technical Support Analyst

The Technical Support Specialist I - provides foundational technical support for end-user computing systems, applications, and related technologies. The TSS I resolves routine issues, supports standard hardware deployments, and delivers consistent, high-quality customer service while developing technical skills and familiarity with IT standards and processes. This role works under close to general direction and escalates more complex issues to senior team members as appropriate. This role is a high-value contributor to sustaining IT Support Excellence., * Provides direct technical support to clients for routine end-user computing issues following documented procedures and standards.

• Responds to incident and request tickets through the ITSM platform and ensures accurate documentation of work performed.
• Assists with the deployment of standard end-user computing hardware and peripherals under established guidelines.
• Performs basic troubleshooting of operating systems, applications, and peripherals; escalates moderately complex or unfamiliar issues per defined escalation paths.
• Follows ITIL-aligned processes for incident, request, and change activities.
• Documents solutions and contributes to knowledge base articles by capturing repeatable resolutions and observations.
• Collaborates with Technology Support Specialist II and III staff to learn troubleshooting approaches and support service delivery.
• Maintains required training and actively develops technical knowledge of supported tools, systems, and services.
• Demonstrates professional communication and strong customer service skills in all client interactions.
• Other duties as assigned.

• Preferred Certifications: CompTIA ITF+; CompTIA A+
• One to three years of experience in technical support, customer support, related technology role (or equivalent education and training), or position using technology in related way.
• Basic knowledge of operating systems (e.g., Windows, macOS) and common end-user applications.
• Ability to follow documented procedures and apply standard troubleshooting steps.
• Experience supporting or handling end-user computing hardware and peripherals preferred.
• Effective communication skills and a strong commitment to customer service and ongoing learning.
• Familiarity with ticketing systems or ITSM platforms preferred.

3.63.6 out of 5 stars Farmington, CT 06032 $26 - $30 an hour - Contract