Tech Support Analyst

OVERVIEW & PURPOSE

Optimized IT provides Managed IT Services to small to mid-sized organizations including Business, Not-for-Profit, and K-12 markets. We are seeking a highly skilled Tech Support Analyst with good client communication skills and an appetite to solve problems.

The Tech Support Analyst will be a key member of our Service Operations, responsible for monitoring, maintaining, and troubleshooting clients' IT infrastructure. Reporting to the Director of Service, the Tech Support Analyst will provide mid-level support, ensuring the stability and uptime of clients' networks, servers, and systems.

ESSENTIAL FUNCTIONS

1. Handle technical issues encountered by customers, providing guidance, troubleshooting assistance, and resolution strategies.
2. Conduct analysis of network and system performance data, identifying trends, anomalies, and potential areas for improvement or optimization.
3. Maintain monitoring and alerting configurations within the RMM platform, for troubleshooting and proactive problem resolution.
4. Escalate troubleshooting efforts for critical incidents and outages, coordinating with internal teams, vendors, and clients to minimize impact and restore service expeditiously.
5. Collaborate with NOC Engineers and other technical teams to develop and implement solutions, enhancements, and best practices for clients' IT environments.
6. Participate in the evaluation, testing, and deployment of new technologies, tools, and methodologies to improve the efficiency and effectiveness of ALL operations.

COMPETENCIES

1. Strong proficiency in Microsoft Server and Desktop Operating Systems (2019/Win 11 and newer).
2. In-depth knowledge of Microsoft patching for both Server and Desktop Operating Systems (2019/Win 10 and newer).
3. Strong understanding of networking concepts (subnets, NAT, DHCP, DNS) and protocols for designing and troubleshooting networks.
4. Experience with virtualization technologies (VMware, Hyper-V) for resource optimization and high availability configurations.
5. Strong firewalls skills (SonicWall, Fortinet a plus), intrusion detection/prevention systems, and security architectures.
6. Proficient in backup and disaster recovery solutions for data protection and business continuity.
7. Exceptional attention to detail and accuracy in documentation and incident analysis.
8. Superior time management and multitasking skills in a dynamic environment.
9. Excellent organizational skills for maintaining workflow order.
10. Strong communication skills for collaboration with teams, customers, and vendors.
11. Self-motivated and proactive with problem-solving.
12. Adaptability to change and ability to perform under pressure.

PERKS

1. An easy-going environment and culture (we all enjoy what we do)
2. The flexibility to work from home (we run a hybrid office (This position is fully Remote pending your location)
3. A laptop setup and your own lego set on your first day!
4. A Proactive Approach to Ongoing Training to help you develop life-long skills

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibility.

WORK ENVIRONMENT

The work environment characteristics described here 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 the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, mfds, fax machines, software, and calculators.

PHYSICAL DEMANDS

The 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Highly mobile position. May require lifting (up to 30 pounds) of computer, server or network equipment and related accessories.
• Writing and typing abilities required for computer functions.
• Requires standing, walking and driving a vehicle for extensive periods of time.

POSITION TYPE & EXPECTED HOURS OF WORK

EXEMPT

This is a full-time position. Days and hours of work are Monday through Friday.

TRAVEL

This position requires minimal travel.

REQUIRED EDUCATION

1. Associate degree or work experience equivalent

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL OPPORTUNITY EMPLOYER

Optimized IT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.