IT Support Analyst

IT Support AnalystAs an IT Support Analyst, you'll be the front line of technical support — helping customers resolve day-to-day IT issues across email, phone, and chat while keeping tickets moving through a shared queue on time and on SLA. You'll troubleshoot desktop, end-user, and Microsoft 365 problems for our traditional IT services customers, escalate to Engineering when needed, and build foundational AWS cloud support skills as your experience grows. In this role, you'll work directly with customers and internal teams to deliver clear, timely communication throughout the life of every ticket — ensuring issues are resolved efficiently, customer satisfaction stays high, and our operational runbooks keep improving along the way.What You'll Do:Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issuesProvide clear, concise, and timely communication to internal and external stakeholders throughout the life of a ticketProactively detect, troubleshoot, and resolve issues affecting customer systems, coordinating with and escalating to Engineering when necessaryMonitor a shared ticket queue and work tickets in order of priority and urgency, meeting SLA commitmentsProvide hands-on desktop and end-user support (hardware, software, Microsoft 365) for our traditional IT services customersBuild foundational AWS troubleshooting skills, assisting with cloud support tickets as your experience growsLeverage a growing library of operational runbooks to help solve problems and identify opportunities to improve themProvide off-hours support on a rotational basisRequired Skills:1-3 years of related IT experienceAbility to clearly follow processes and procedures, and make sound decisionsExperience with ticketing/helpdesk systems like Autotask, ConnectWise, JIRA, ZenDesk, or similarDesktop and end-user troubleshooting experience (Windows, Microsoft 365, and common business applications)Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)Exposure to cloud platforms (AWS or similar) is a plus, but not required — we'll teach you the restA positive attitude, a passion for dealing with customers, and a knack for problem solvingPreferred:You enjoy digging into customer problems and driving them to a successful resolutionYou know your limits and aren't afraid to escalate or ask for helpYou're curious about cloud computing, AI, and the broader tech industry, and eager to keep learningYou communicate clearly and professionally, even when a customer is frustratedYou stay organized and manage your time well across a busy ticket queueYou're comfortable supporting both traditional on-prem IT and cloud-based environments, and motivated to grow your AWS skills over time$65,000 - $65,000.01 a year The salary range provided is a general guideline. When extending an offer, Innovative considers factors including, but not limited to, the responsibilities of the specific role, market conditions, geographic location, as well as the candidate's professional experience, key skills, and education/training.