IT Support Analyst

IT Support AnalystThe IT Support Analyst provides Tier 1 technical support for end users and business systems, serving as the first point of contact for IT-related issues and service requests. This role focuses on timely ticket resolution, customer service, and maintaining accurate documentation.The IT Support Analyst works under the guidance of senior team members to troubleshoot user issues and support the organization's computing environment, including basic software installations, updates, and device support. This role is expected to be in the office five days per week unless hired as a remote employee.ResponsibilitiesResolve Tier 1 incidents and service requests across endpoints, identity, SaaS applications, and business systemsProvide front-line support for end users, ensuring a high level of customer service and communicationEscalate complex or unresolved issues to IT Support Analyst II or other appropriate teamsMaintain and support printers, wireless devices, and end-user hardware to ensure reliability and user productivityAccurately document tickets, including troubleshooting steps and resolutions, in accordance with IT standardsMonitor assigned ticket queues and respond within established SLA/SLO targetsFollow standard troubleshooting procedures and knowledge base articlesAssist with basic software installations, updates, and system configurationsSupport account-related requests such as password resets, MFA setup, and basic access issuesContribute to knowledge base articles by documenting common issues and solutionsParticipate in team meetings, training sessions, and process updatesPromote self-service tools and resources when appropriateAbility to work occasional after-hours support as requiredAbility to travel to other company facilities as neededModel the Company's values to influence others to perform in an aligned manner.Other duties as assignedQualificationsRequired Knowledge, Skills, and AbilitiesExceptional customer service skillsAbility to identify patterns, not just individual tickets, and identify areas for improvementExperience with providing support quality through documentation and feedbackAbility to operate with minimal supervisionTechnology ScopeEndpoint: Windows 10/11, macOS, mobile devicesIdentity & Access: Active Directory, Azure AD, MFA, account lifecycleProductivity & SaaS: Microsoft 365, Teams, OneDrive, SharePointTicketing & ITSM: Freshservice or equivalentHardware: Laptops, desktops, peripherals, printers, conferencing equipmentNetworking: Basic LAN/Wi-Fi connectivity and VPN troubleshootingEducation and ExperienceAssociate's degree or equivalent experience0–2 years of IT support experience (internship or entry-level acceptable)Familiarity with basic troubleshooting in a ticketed support environmentPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.Work EnvironmentThe work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.Equal Opportunity and Non-DiscriminationTranscat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.ContingenciesAll offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.