Support Tech Analyst

Position Summary: The Support Tech Analyst job family is responsible for the administration, support, reliability, and optimization of enterprise End-User Computing (EUC) technologies that enable employees to effectively access and utilize organizational information systems. This includes desktop and laptop computing, mobile devices, peripheral equipment, device lifecycle management, endpoint management platforms, software deployment, authentication services, identity and access support, Edge Computing technologies, and workplace technology solutions that bridge end-user computing with enterprise infrastructure.

This job family emphasizes service request fulfillment, incident response, technical troubleshooting, escalation coordination, customer support, identity and access governance, asset and service portfolio management, documentation, education, operational discipline, workload management, and continuous improvement rather than direct administration of enterprise infrastructure platforms.

This position may be filled as a Support Tech Analyst Associate (I), Support Tech Analyst (II), or Support Tech Analyst Senior (III) depending on qualifications, experience, and organizational need.

Support Tech Analyst Associate (Entry-Level; I)

Requirements

• High School Diploma/GED
• 1 year of Information Services – IT Support experience or
• 1 year of Information Services – Analyst experience
• Experience must include exposure to infrastructure-adjacent technologies such as networking fundamentals, virtualization concepts, endpoint management platforms, authentication services, or device management technologies
• CompTIA A certification, preferred

Summary Scope: At the entry level, Business Applications Analysts contribute independently to business application lifecycle activities, service request fulfillment, incident response, customer support, identity and access administration, application portfolio maintenance, documentation, and workload coordination while developing foundational knowledge of enterprise business processes, governance standards, and assigned business application ecosystems. Working under guidance from more experienced analysts, they help ensure reliable, secure, and compliant business application operations.

Support Tech Analyst (Mid-Level; II)

Requirements

• High School Diploma/GED
• 2 years of Information Services – IT Support experience or
• 2 years of Information Services – Analyst experience
• Experience must include coordinating technical escalations, supporting technologies that intersect with network, compute, storage, authentication, endpoint management, or database services, and performing technical troubleshooting and trend analysis
• CompTIA Tech certification, preferred

Summary Scope:  At the mid-level, Support Tech Analysts lead the administration and optimization of assigned End-User Computing services by executing endpoint lifecycle activities, fulfilling complex service requests, resolving higher-impact incidents, coordinating cross-do technical escalations, administering identity and access controls, maintaining authoritative documentation and asset records, and driving operational consistency and continuous improvement. They partner with technical teams and business stakeholders with moderate independence to ensure dependable, secure, and efficient technology services.

Support Tech Analyst Senior (Senior-Level; III)

Requirements

• High School Diploma/GED
• 3 years of progressive Information Services – IT Support experience or
• 3 years of progressive Information Services – Analyst experience
• Experience must include leading complex technical escalations, mentoring team members, coordinating cross-functional initiatives, performing root cause analysis, and contributing to infrastructure administration readiness and technology modernization efforts
• CompTIA Server or CompTIA Network certifications, preferred

Summary Scope:  At the senior level, Support Tech Analysts drive operational governance and technical coordination across enterprise End-User Computing and Edge Computing environments. They resolve major incidents, oversee complex endpoint, identity, and service scenarios, enforce operational standards, maintain asset and service portfolio integrity, and serve as primary liaisons between end-user support teams and enterprise infrastructure teams. Senior analysts mentor team members, coordinate cross-functional initiatives, promote standardization and automation, lead root cause analysis and continuous improvement efforts, and help prepare operational services for transition into enterprise infrastructure platforms to ensure reliable, secure, compliant, and effective workplace technology services.

At CPH, we value our employees and offer a comprehensive benefits package designed to support your well-being and professional growth. Our competitive pay is just the beginning. We also provide:

• Health Insurance: Comprehensive plans to keep you and your family healthy.
• Retirement Plans: Invest in your future with our competitive 403(b) options and employer contributions.
• Paid Time Off: Enjoy a generous PTO policy, including vacation and sick leave.
• Public Service Loan Forgiveness program qualifying employer.  Click here to learn more about this program.
• Professional Development: Opportunities for growth through training, workshops, and more.
• Additional Perks: Employee wellness programs, discounts, and much more!