Technical Support Analyst

Summary

The Technical Support Analyst provides timely assistance to users by diagnosing technical issues, resolving software and hardware problems, and ensuring smooth system operations. Working closely with cross-functional teams, this role focuses on maintaining optimal performance for IT systems and delivering high-quality customer support.

In addition to troubleshooting and system maintenance, the role involves documenting solutions, identifying recurring issues, and recommending improvements to processes and tools. The ideal candidate thrives in a fast-paced environment and can balance technical expertise with excellent communication skills.

Responsibilities

• Respond to technical support requests via phone, email, or ticketing system

• Diagnose and resolve hardware, software, and network issues

• Install, configure, and update software applications

• Maintain accurate documentation of support cases and solutions

• Escalate complex issues to higher-level support or engineering teams when necessary

• Assist with onboarding and training new users on systems and applications

• Monitor system performance and proactively address potential issues

• Collaborate with other IT team members to improve processes and support efficiency

Qualifications

• Associate’s or bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 1–3 years of experience in a technical support or help desk role

• Proficiency with Windows and/or macOS operating systems

• Familiarity with networking concepts, including TCP/IP, DNS, and VPN

• Strong problem-solving skills and attention to detail

• Excellent verbal and written communication abilities

• Experience with ticketing systems such as Zendesk, ServiceNow, or Jira

• Ability to work independently and manage multiple priorities

Job Benefits

• Health, dental, and vision insurance

• 401(k) plan with employer match

• Paid time off and company holidays

• Professional development and certification reimbursement

• Flexible work arrangements, including remote or hybrid options

• Employee wellness programs

Salary Range

$50,000 – $68,000 per year, commensurate with experience and technical skill level.