Technical Support Analyst I

Technical Support Analyst I

Location: Duluth, GA

Department: IT 

Reports to: Director of Cybersecurity & IT

Direct Reports: None

Type: Full-Time

Status: Non-Exempt

Schedule: Hybrid M-F (3-4 days in office; Friday remote) 

Compensation: $21.63 - $24.04 per hour

The Role

We're seeking a motivated and people-first Tech Support Analyst (Tier 1) to join our Information Technology team. In this role, you'll serve as the first line of support for employees across the organization — helping resolve technical issues, maintain productivity, and deliver a seamless support experience.

This is an excellent opportunity for someone early in their IT career who enjoys solving problems, learning new technologies, and working directly with people. You'll gain hands-on experience supporting enterprise systems, endpoint technologies, onboarding processes, and day-to-day IT operations in a collaborative and growth-oriented environment.

What You’ll Do

· Serve as the first point of contact for employee IT support requests through phone, email, ticketing systems, and walk-up support.

· Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely and professional manner.

· Configure, deploy, and troubleshoot laptops, desktops, mobile devices, peripherals, and collaboration tools.

· Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams with accurate and detailed documentation.

· Manage and resolve support tickets in alignment with service level agreements (SLAs) and departmental standards.

· Support employee onboarding and offboarding activities, including equipment provisioning, account setup, and access management.

· Maintain accurate records of support requests, troubleshooting steps, asset inventory, and technical resolutions.

· Assist with Microsoft 365 support including Outlook, Teams, SharePoint, and related collaboration tools.

· Contribute to internal knowledge base documentation and continuous improvement initiatives.

· Communicate technical information clearly and effectively to users with varying levels of technical expertise.

What You Bring

· 0–2 years of experience in technical support, IT helpdesk, desktop support, or a related environment; internships and academic experience may be considered.

· Working knowledge of Windows and/or macOS operating systems.

· Familiarity with Microsoft 365 applications including Outlook, Teams, and SharePoint.

· Strong communication, organizational, and customer service skills.

· Ability to manage multiple priorities and remain detail-oriented in a fast-paced environment.

· Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms preferred.

· Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity preferred.

· Familiarity with Active Directory or Azure Active Directory environments preferred.

· CompTIA A+, ITIL Foundation, or similar technical certification is a plus.

You’ll Excel If You:

· Enjoy helping people and take pride in delivering a positive customer support experience.

· Stay calm and solutions-focused when troubleshooting technical issues under pressure.

· Are highly organized and able to manage multiple support requests efficiently.

· Communicate clearly and professionally with both technical and non-technical users.

· Demonstrate curiosity, initiative, and a willingness to continuously learn and grow your technical skills.

· Thrive in a collaborative environment where teamwork and accountability are valued.

What We Offer:

· A collaborative IT environment focused on mentorship, learning, and professional growth.

· Exposure to a wide range of technologies, systems, and business operations.

· Opportunities for advancement into Tier 2 support and other IT career paths.

· A hybrid work environment that supports flexibility and collaboration.

· Competitive compensation and comprehensive benefits package.

· A supportive, mission-driven culture where your contributions directly impact employee productivity and operational success.

Why Join IPA?:

At IPA, you're not just joining a company, you're joining a mission-driven, inclusive culture dedicated to improving infection prevention and operational efficiency in healthcare. We invest in our people with meaningful work, a collaborative environment, and benefits that support both your personal and professional success.

When you join IPA, you’ll enjoy:

• Generous paid time off and company holidays
• Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine
• Health Savings Account (HSA) with company contributions , plus optional FSA plans
• Company-paid life and disability insurance
• 401(k) with company match to support your retirement goals
• Employee Stock Purchase Plan (ESPP) own a piece of what you’re building
• Tuition reimbursement to support continued learning and development
• Paid parental leave for when your family grows

At IPA, we believe your career should be both meaningful and sustainable. If you're ready to make a real-world impact and grow with a company that invests in you, we’d love to meet you.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.