Associate Tech Support Analyst
- Application & System Support
- Troubleshoot corporate applications using the Knowledge Base and escalate issues to appropriate support teams when necessary
- Incident Management
- Accurately document all interactions and resolutions in the incident tracking system (ServiceNow) to maintain compliance and transparency
- Remote Assistance
- Utilize remote support tools (e.g., Bomgar) to diagnose and resolve end-user issues efficiently
- Escalation & SLA Compliance
- Follow all escalation procedures and ensure timely resolution in accordance with SLAs
- Technical Expertise
- Demonstrate deep technical knowledge in desktop services and apply expertise across related functions. Serve as a resource for peers to resolve complex issues
- Customer Focus
- Anticipate user needs, proactively identify solutions, and deliver a positive support experience
- Work Management
- Plan, prioritize, and execute tasks independently while collaborating with the broader team for escalations and knowledge sharing
- Strong troubleshooting and problem-solving skills across hardware, software, and network connectivity
- Proficiency with remote support tools and ITSM platforms (e.g., Bomgar, ServiceNow)
- Utilization of Microsoft CoPilot for troubleshooting assistance
- Ability to work autonomously while maintaining alignment with team objectives
- Excellent communication and customer service skills
- Knowledge of ITIL processes and service delivery best practices
- High School Diploma/GED (or higher)
- 3+ years of full-time work experience in Information Technology
- 3+ years of experience with providing IT Desktop Support
- 3+ years of experience installing software applications and performing hardware upgrades on desktop computers within a business environment as well as server infrastructure
- 3+ years of experience installing and supporting networked devices such as printers and scanners
- 3+ years of experience with Microsoft Office products, Windows Operating System, backup software applications, Cisco Hardware and Software, Microsoft SharePoint technologies and HP hardware platforms along with other related technical skills
- Access to reliable transportation & a valid US driver's license
- Ability to communicate effectively, both orally and in writing
- Ability to analyze and create solutions based upon data available
- Ability to use time and resources effectively and efficiently to complete work and special projects
- Strong deductive skills in analyzing problematic systems and developing stopgap or permanent solutions. assigned
- Ability to prioritize and execute on multiple projects in a high-pressure environment
- Asset management experience
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