Job Description
IT Support Analyst Career Opportunity The IT Support Analyst is responsible for providing technical support to end users, ensuring reliable access to systems, applications, and services. This role focuses on incident resolution, service request fulfillment, and delivering a high-quality user experience while adhering to established service levels and operational procedures. IT Support Analyst Key Responsibilities Provide first-line technical support for hardware, software, and system-related issues Respond to and resolve service requests and incidents through the ticketing system in accordance with SLAs Diagnoses and troubleshoot issues related to desktops, laptops, mobile devices, and enterprise applications Manage user accounts, access permissions, and password resets in alignment with security policies Install, configure, and maintain end-user hardware and software Escalate complex or unresolved issues to appropriate technical teams Document incidents, resolutions, and standard operating procedures Support onboarding and offboarding activities, including equipment setup and access provisioning Contribute to continuous improvement of support processes and user experience IT Support Analyst Required Qualifications 1 to 2 years of experience in IT support, service desk, or helpdesk environments Knowledge of Windows and/or macOS operating systems Familiarity with Microsoft 365 and common enterprise applications Experience with ticketing systems (e.g., ServiceNow, Jira, or similar) Strong troubleshooting and problem-solving skills IT Support Analyst Preferred Qualifications Experience with endpoint management tools (e.g., SCCM, Intune) Basic scripting knowledge (PowerShell or similar) ITIL Foundation certification Familiarity with remote support tools and practices IT Support Analyst Core Competencies Customer service and communication skills Attention to detail and documentation discipline Time management and prioritization Analytical thinking and problem-solving Team collaboration