Technical Solutions Consultant

We are seeking a Technical Solutions Analyst to provide first-level IT support for end users across multiple office locations. This role is responsible for resolving hardware, software, application, and access-related issues while delivering excellent customer service and ensuring timely ticket resolution. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and a passion for supporting users in a fast-paced enterprise environment., * Provide Tier 1 technical support via phone, email, chat, and ticketing systems.

• Troubleshoot and resolve hardware, software, operating system, application, and account access issues.
• Escalate complex technical issues to higher-level support teams when appropriate.
• Accurately document incidents, resolutions, and support activities within the ticketing system.
• Maintain and update knowledge base articles and technical documentation.
• Support user onboarding and offboarding activities, including account provisioning.
• Contribute to service improvement initiatives and follow ITIL-based support practices.
• Monitor ticket queues to ensure timely resolution and adherence to service level expectations.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 1-2 years of experience in IT support, help desk, or technical customer support.
• Working knowledge of Windows and/or macOS operating systems.
• Experience supporting Microsoft 365, VPN connectivity, web browsers, and other common business applications.
• Familiarity with ITSM platforms such as ServiceNow is preferred.
• Basic knowledge of Active Directory or user account administration is a plus.
• Strong troubleshooting, communication, customer service, and organizational skills.
• CompTIA A+, ITIL Foundation, or similar certifications are preferred but not required.

Physical Requirements

• Ability to lift and transport equipment weighing up to 30 pounds as needed.