Customer Support Analyst

We are seeking a skilled IT Support Specialist to provide Tier 1 and 2 software and hardware support. In this role, you will offer technical advice, guidance, and informal training to customers, as well as troubleshoot and restore routine technical service and equipment problems using established procedures. You will play a crucial part in maintaining a knowledge database and call tracking database to enhance the quality of problem resolutions. Responsibilities Provide Tier 1 and 2 support for software and hardware issues. Offer technical advice, guidance, and informal training to customers. Troubleshoot and restore routine technical service and equipment problems. Analyze, identify, and diagnose faults and symptoms using established processes. Perform root cause analysis and develop checklists for typical problems. Recommend procedures and controls for problem prevention. Maintain and update knowledge and call tracking databases. Collaborate with team members and assist others with calls. Required Skills Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience. A minimum of 2 years of IT work experience with working knowledge of basic to moderately complex hardware and software products. Strong problem-solving and troubleshooting skills. Ability to work effectively in a team setting. Experience providing Tier 1 and Tier 2 support for medium to high complexity issues. Benefits Your Health, Your Way: Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included. With access to one of the nation’s largest provider networks, you’ll have quality care wherever life takes you. Peace of Mind: Protect what matters most with life, critical illness, and accident insurance through Unum—because your family’s security matters. Flexibility for Life: Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent-care expenses your way. Extra Protection When You Need It: Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you’re never caught off guard. Your Future Starts Now: Build your future with our 401(k) plan through The Standard. You’re eligible after just six months—because long-term success deserves a strong foundation. #J-18808-Ljbffr