IT Support Analyst

Job description

Position Overview: The IT Support Analyst will provide primary technical support, onsite and remotely, to end-users on various technical issues and problems on multiple platforms including desktops, laptops, mobile devices and other peripherals. They will also perform root cause analysis, develop checklists for typical problems and recommend procedures, controls, and user training for problem prevention. The IT Support Analyst will be supporting users across the US with tier 1 and tier 2 issues. They will be responsible for responding to, documenting, and resolving service tickets in a timely manner to meet Service Level Agreement (SLA). The IT Support Analyst must have excellent communication and problem-solving skills to diagnose, evaluate and resolve complex situations, or when appropriate, escalate or route them to appropriate IT team members. This position may require independent work, sharing information and assisting others with support issues or projects. Core Responsibilities: - Provide exceptional customer service in person, via phone or web conference, and email as appropriate - Resolve help desk issues including troubleshooting hardware and software issues - Perform use...