Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst provides exceptional technical support to employees across the organization, handling both remote and in-office technology needs. This position serves as a key point of contact for technical issue resolution, device setup and troubleshooting, and end-user support. The role requires strong technical knowledge, excellent customer service skills, and the ability to work effectively in a fast-paced environment. The ideal candidate will combine technical expertise with clear communication skills to deliver high-quality IT support services.

Essential Functions:

• Respond to and resolve technical support tickets in a timely manner according to established SLAs
• Provide remote and in-person troubleshooting for hardware, software, and network issues
• Set up and configure workstations, mobile devices, and peripherals for new and existing employees
• Assist with white glove support services for executive leadership when required
• Create and maintain accurate documentation of technical solutions and processes
• Update the Configuration Management Database (CMDB) with accurate device and configuration information
• Collaborate with other IT teams to escalate and resolve complex technical issues
• Assist with the deployment and maintenance of software applications
• Provide support for audio/visual equipment during meetings and presentations
• Participate in on-call rotation to support after-hours technical emergencies
• Support Microsoft 365 applications and services for end users
• Contribute to knowledge base articles and support documentation
• Assist with user account management and access control
• Participate in IT projects and initiatives as assigned

Knowledge, Skills & Abilities:

Technical Skills:

• Proficiency in Windows and Mac operating systems troubleshooting and support
• Experience with mobile device configuration and troubleshooting (iOS, Android)
• Knowledge of basic network concepts and troubleshooting techniques
• Proficiency in Microsoft 365 applications and services
• Familiarity with remote desktop software and VPN technologies
• Understanding of basic security practices and endpoint protection
• Experience with ticketing systems and IT service management platforms, particularly ServiceNow
• Knowledge of audio/visual equipment setup and troubleshooting
• Ability to configure and troubleshoot various hardware peripherals
• Understanding of cloud services and SaaS applications
• Basic knowledge of Active Directory and user account management

Problem-Solving Skills:

• Ability to diagnose and resolve technical issues methodically
• Skill in researching solutions for unfamiliar problems
• Capacity to prioritize multiple support requests based on urgency and impact
• Creative thinking to develop workarounds when standard solutions aren't effective
• Ability to recognize patterns in recurring issues
• Understanding of when to escalate issues to specialized teams

Interpersonal Skills:

• Exceptional customer service orientation with empathy for user frustrations
• Strong active listening skills to accurately identify user needs
• Clear verbal communication skills for explaining technical concepts to non-technical users
• Professional written communication for ticket updates and user instructions
• Patience when dealing with varying levels of technical proficiency
• Ability to remain calm and composed during high-pressure situations
• Teamwork and collaboration with other technical support staff

Operational Skills:

• Strong organizational and time management abilities
• Attention to detail in documentation and problem resolution
• Ability to follow established processes and procedures
• Self-motivation and initiative to pursue solutions independently
• Adaptability to changing priorities and technologies
• Basic project management skills for handling multiple tasks
• Commitment to continuous learning and skill development

Desired Education and Experience:

• Associate's degree in Computer Science, Information Technology, or related field (Bachelor's degree preferred)
• 4 - 6 years of experience in technical support or help desk roles
• Experience supporting both in-office and remote employees
• Healthcare industry experience is a plus
• Experience with Microsoft 365, Windows and Mac operating systems, and mobile device support
• Familiarity with healthcare compliance requirements (HIPAA)
• Previous experience using ServiceNow or similar ITSM platforms
• Experience providing technical support in a corporate environment

Certifications:

• CompTIA A+ certification preferred
• Microsoft certification(s) a plus
• ITIL Foundation certification a plus