Sr. IT Analyst Service and Support

Job description

The Sr. IT Service and Support Analyst is responsible for delivering reliable end-user support while coordinating the daily activities of a distributed team of IT support technicians across multiple U.S. locations. This role is primarily a hands-on technical role, with added responsibility for task coordination, workload tracking, and team follow-ups to ensure consistent service delivery. Duties and Responsibilities: Technical Support - Provide Tier 2/3 support for Windows 10/11, Microsoft 365, and mobile devices. - Troubleshoot hardware, software, and access issues. - Support onboarding/offboarding and new device provisioning. - Act as an escalation point for complex issues. Team Coordination: - Coordinate workload across 6 distributed technicians. - Monitor ticket queues and ensure timely follow-up. - Track task completion and enforce accountability on other IT technicians - Provide guidance and support to IT technicians. - Conduct regular check-ins. Operational Oversight: - Ensure adherence to Service Level Agreement SLAs. - Identify recurring issues and follow up on resolution. - Maintain documentation and procedures. - Ensure consistent follow-up on all assigned tickets and ta...