Information Technology Support Technician

IT Systems Support Analyst

Position Overview:

We’re seeking an experienced IT Systems Support Analyst to provide top-notch technical support and exceptional customer service to end users. As the first point of contact under the direction of the IT Director, you’ll manage technical questions and issues related to hardware, software, peripherals, and services. You’ll be responsible for resolving service tickets promptly, performing root cause analysis, and developing preventive procedures. This role is ideal for a problem-solver with excellent troubleshooting and communication skills who can work both independently and collaboratively across business departments.

Key Responsibilities:

• Log, process, and prioritize help desk tickets, providing technical support across multiple platforms.
• Diagnose and troubleshoot hardware, software, and telecommunication issues, escalating complex cases when necessary.
• Offer end-user assistance on setup, configuration, maintenance, and troubleshooting of computer systems and software.
• Deliver exceptional customer service in person, by phone, and email.
• Conduct new user onboarding and terminated user offboarding, training users as needed.
• Repair and replace damaged or outdated hardware, and install software updates and patches.
• Manage mobile devices using MDM tools and collaborate with vendors for support.
• Maintain network equipment, basic TCP/IP networking, VPN, and phone systems.
• Document issue resolution and follow up to ensure user satisfaction.
• Occasional travel to remote offices to assist with support activities.

Required Qualifications:

• Experience: 1-5 years of hands-on technical support in an end-user facing role, with experience supporting remote users across multiple locations (preferred).
• Education: Associate degree in a computer-related field; bachelor’s degree preferred. Technical certifications also considered.
• Technical Skills:
• Desktop: Windows 11, Windows 10, Microsoft Office 365, Autodesk, web conferencing, and copiers/MFP printers.
• Mobile: iPhones, iPads, MDM device management, cellular modems, and hotspots.
• Networking: Basic TCP/IP (DHCP, DNS, VPNs), Unifi access points, Meraki security appliances, phone systems.

Skills & Abilities:

• Ability to support users of varying technical skill levels.
• Strong organizational skills for prioritizing and managing daily tasks.
• Effective communicator, able to explain complex issues in simple terms.
• Capacity to work independently and within project teams, handling urgent situations with a calm approach.
• Ability to identify trends and recommend technical solutions for ongoing improvements.

Work Environment:

• Fast-paced with regular interruptions; daily prioritization and adaptability are essential.
• Occasional lifting and moving of computing hardware up to 40 lbs.
• Ability to respond to emergencies and special requests in a dynamic, networked environment.

Why Join Us?

• Competitive compensation and benefits.
• Opportunities for professional growth and advancement.
• Supportive team-oriented work environment.
• Work on diverse and challenging IT projects.

Apply Today!

If you’re a skilled IT professional passionate about technical support, we’d love to have you join our team