Entry Level IT Support Analyst

Optomi, in partnership with a global leader in the entertainment and media industry, is seeking an Entry Level IT Support Analyst to join their growing team in Bristol, CT. Responsibilities: Act as the primary point of contact for managing incidents reported by stakeholders. Capture incident details through phone interviews and monitoring interpretation. Analyze incidents to understand their scope and impact. Manage tickets, triage, and escalate when necessary. Collaborate with technical support teams and media specialists to implement enhancements and optimize media delivery. Utilize ServiceNow, Jira, Confluence, and PagerDuty to track and report issues. Participate in incident management processes, documenting and tracking incidents throughout their lifecycle. Document solutions, best practices, and troubleshooting procedures for the knowledge base. Monitor service-health platforms and stakeholder communication platforms. Qualifications: Bachelor's Degree in a related field required. 0-1 years of relevant experience. Ability to work well under pressure and manage priorities with urgent deliverables. Good communication and interpersonal skills for effective stakeholder and peer interaction. Basic knowledge of incident management processes and best practices. Familiarity with media streaming technologies, platforms, and protocols. Preferred Qualifications: Experience in media streaming, television broadcast, IT, or related fields. Technical background in digital media-related software or media technology support. Strong problem-solving skills and ability to work efficiently under pressure. Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification.