Technical Support Analyst

Technical Support Analyst

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Under general supervision the Technical Support Analyst performs a full range of problem resolution and technical support services to Information Technology customers for the operation and use of personal computer and peripheral equipment, local and wide area networks, Internet and Intranet services, various server platform connections and secure dial-in access.

We are seeking a highly skilled Technical Support Analyst to join our IT team. This position will be full-time, onsite, and is a contract position.

What You'll Do

• Provide first-line and second-line technical support for end users by diagnosing and resolving hardware, software, network connectivity, and system access issues
• Respond to, document, track, and prioritize support requests while ensuring timely resolution and excellent customer service
• Install, configure, maintain, and troubleshoot desktop and laptop computers, printers, mobile devices, peripheral equipment, and related technologies
• Support local area networks (LAN), wide area networks (WAN), VPN connectivity, Internet/Intranet services, and secure remote access solutions
• Assist with the installation, configuration, testing, and maintenance of servers, network devices, and enterprise applications
• Coordinate with business stakeholders to understand technology needs and recommend appropriate hardware, software, and support solutions
• Deploy, configure, and support specialized business applications and operational software
• Conduct end-user training and provide guidance on hardware, software, and technology best practices
• Maintain accurate records of support activities, asset inventory, device configurations, user profiles, and technical documentation
• Assist with technology asset management, including receiving, inventory tracking, deployment, and lifecycle management of hardware and software
• Create and maintain technical procedures, knowledge base articles, training materials, and support documentation
• Collaborate with cross-functional IT teams to support infrastructure initiatives, technology upgrades, and continuous improvement efforts

What You'll Need

Required:

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent combination of education and experience
• 2+ years of experience providing technical support, help desk, desktop support, or IT customer support services
• Experience troubleshooting and supporting Windows-based desktop and laptop environments
• Knowledge of computer hardware, operating systems, software applications, printers, and peripheral devices
• Experience supporting network connectivity, VPN access, and basic LAN/WAN environments
• Ability to diagnose technical issues, evaluate solutions, and independently resolve problems
• Strong customer service and stakeholder management skills with a focus on delivering high-quality support
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities and work effectively in a fast-paced environment

Preferred:

• Experience supporting Microsoft 365, Active Directory, and enterprise collaboration tools.
• Experience with server administration, network devices, and virtualization technologies
• Knowledge of IT asset management, inventory tracking, and documentation practice
• Familiarity with IT service management (ITSM) tools and ticketing systems

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.