Technical Support Analyst

Technical Support Analyst

Position Summary 
The Technical Support Specialist is responsible for the installation, configuration, and maintenance of IT equipment, as well as providing responsive troubleshooting and support for ongoing hardware, software, and network issues. This role serves as the primary point of contact for end-user technical assistance, ensuring systems remain operational and staff can work with minimal disruption. 

Key Responsibilities 

Equipment Installation & Setup

• Install, configure, and deploy desktops, laptops, monitors, printers, and peripheral devices.

• Set up and configure operating systems, software applications, and user accounts for new and existing staff.

• Assist with the physical installation of networking equipment (routers, switches, access points) and cabling.

• Image and prepare devices according to organizational standards and security policies. 
  
  
  
  

Ongoing Technical Support

• Respond to help desk tickets, phone calls, and in-person requests in a timely and professional manner.

• Diagnose and resolve hardware, software, network connectivity, and peripheral issues.

• Provide first- and second-level support, escalating complex problems to senior IT staff or vendors when necessary.

• Support common business applications, email systems, and productivity software.

Knowledge Skills and Abilities

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.

• Familiarity with device imaging, deployment tools, and system security best practices.

• Knowledge of help desk ticketing systems and IT service management workflows. 
  Skills 

• Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.

• Strong communication skills, with the ability to explain technical information in a user-friendly manner.

• Excellent organizational and time-management skills to handle multiple requests and priorities.

• Skilled in customer service and maintaining a professional, supportive demeanor with end users.

• Ability to work independently as well as collaboratively within a team.

• Ability to adapt to changing technology, tools, and organizational needs.

• Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.

• Ability to maintain confidentiality and follow security protocols when handling sensitive information.

  Skill

  Required / Desired

  Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.

  Required

  Familiarity with device imaging, deployment tools, and system security best practices.

  Required

  Knowledge of help desk ticketing systems and IT service management workflows.

  Required

  Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.

  Required

  Strong communication skills, with the ability to explain technical information in a user-friendly manner.

  Required

  Excellent organizational and time-management skills to handle multiple requests and priorities.

  Required

  Skilled in customer service and maintaining a professional, supportive demeanor with end users.

  Required

  Ability to work independently as well as collaboratively within a team.

  Required

  Ability to adapt to changing technology, tools, and organizational needs

  Highly desired

  Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.

  Required

  Ability to maintain confidentiality and follow security protocols when handling sensitive information.

  Required

  Experience with Helpspot as a ticketing system.

  Nice to have