User Support Analyst

Job Summary

The User Support Analyst will have experience supporting laptop and desktop computing environments, classroom technology, and specialized IT solutions. This role is skilled in delivering timely, high‑quality technical services that meet organizational standards. The analyst is adept at troubleshooting hardware, software, networking, and SaaS issues while providing clear, customer‑focused support across phone, chat, email, and ticketing systems. The role maintains strong documentation practices, assists with installations and configurations, and contributes to the reliability and performance of end‑user technology across diverse program spaces.

Job Responsibilities Include

• Provides technical support and guidance to resolve user’s computer hardware and software problems.
• Communicates with users via phone, chat, email, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
• Coordinates service or replacement of defective products from vendors and manufacturers.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Drafts or revises user training manuals and procedures.
• Maintains logs of support services provided in the ticketing system or other appropriate database.
• Develop training materials and/or provide onsite training as requested.
• Assists Network Administrator with accounts as needed
• Troubleshoots copier issues.
• Performs other related duties as assigned.

Experience, Education, & Skills Desired

• Bachelors Degree.
• Previous experience providing hands-on technical support to the following Operating Systems Windows 11 and Mac OSX (12 or higher) is required.
• Strong analytical and problem-solving skills.
• Proven ability in being able to trouble shoot browser, networking, email, or SaaS solutions.
• Must have strong telephone support and in person customer service experience.
• Must have a clear understanding of Quality-of-Service initiatives and Documentation for both the technician and the end-user.
• Proficient with Microsoft Office Suite or related software.
• Provide backup Tessitura and Box-Office Boca Ticketing Issues
• Thorough understanding of technology is commonly used by clients and employees.
• This position requires physical labor to move, add and make changes to equipment.

Work Environment & Requirements

Monday – Friday, 9:00am – 6:00pm with a one-hour unpaid meal break.

Application Instructions

Interested applicants should forward a resume and a cover letter with salary requirements.

Due to a high volume of applications that we receive, we are only able to contact those applicants whose experience most aligns with the position profile.

Compensation Range

$75,000 - $80,000

The actual compensation offered will be based on a number of factors including, but not limited to the qualifications of the applicant, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job.