IT Support Analyst

Providing foundational support for end users, the full-time IT Support Analyst will address technical issues, facilitate effective communication, and resolve Level 1 tickets via Microsoft Teams and related channels to maintain operational efficiency and customer satisfaction. Key Responsibilities Resolve basic hardware, software, and network issues using Microsoft Teams and remote desktop tools while ensuring compliance with SLA and quality requirements Communicate with end users through Teams chat, email, and voice to diagnose and address Level 1 support tickets, maintaining clarity and professionalism Update ticket worklogs and document troubleshooting steps in Microsoft Teams and ITSM platforms to ensure accurate case records Required Qualifications Basic understanding of Microsoft Teams for communication and ticket handling Fundamental knowledge of remote desktop troubleshooting for hardware, software, and network issues Familiarity with ITSM tools for logging and managing support tickets Basic proficiency in written and verbal communication for interacting with end users Ability to follow shift schedules and adhere to escalation protocols for unresolved issues