What are the responsibilities and job description for the Technical Solutions Analyst position at Confidential Jobs?
Technical Solutions Analyst is an entry‑level role responsible for supporting end users, analyzing routine technical issues, and assisting in the delivery of reliable IT services. This position focuses on frontline service desk operations while building foundational skills in incident management, request fulfillment, basic problem analysis, and solution documentation.The role is ideal for an individual looking to grow a career in IT support, systems analysis, or service delivery, with opportunities to gain exposure to enterprise applications, ITIL practices, and modern service desk tools.
The Technical Solutions Analyst is responsible for the overall level of IT Service . Reporting to the Service Desk Manager, this role supports desktop, application, server, printer, and local connectivity for offices within a regions.
MAJOR RESPONSIBILITIES/ACTIVITIES:
End‑User Support & Service Desk Operations
- Respond to user incidents and service requests via phone, chat, ticketing system, and email.
- Provide Tier‑1 support for common hardware, software, application, and access issues.
- Escalate incidents and requests to Tier‑2/3 teams following defined procedures.
- Ensure tickets are accurately logged, categorized, prioritized, and updated.
Technical Analysis & Issue Resolution
- Perform initial troubleshooting, diagnosis, and resolution of routine technical issues.
- Follow documented procedures, knowledge articles, and runbooks.
- Assist in identifying recurring issues and contributing to root cause analysis.
- Validate fixes with end users to ensure resolution and customer satisfaction.
Documentation & Knowledge Management
- Create and update knowledge base articles, FAQs, and standard operating procedures.
- Document resolutions clearly to support future issue resolution and self‑service.
- Assist with service desk metrics such as ticket volume, resolution time, and SLA adherence.
Continuous Improvement & Learning
- Participate in service improvement initiatives and process reviews.
- Learn and apply ITIL‑based practices (Incident, Request, Knowledge Management).
- Gain exposure to enterprise systems, identity management, endpoint tools, and automation.
- Support user onboarding/offboarding activities as needed.
MINIMUM REQUIREMENTS:
- Bachelor’s degree in information technology, Computer Science, or related field
- 1–2 years of experience in IT support, help desk, or technical customer support.
- Basic understanding of Windows and/or macOS operating systems.
- Familiarity with common enterprise applications (Microsoft 365, VPN, browsers).
- Strong customer service mindset and willingness to learn.
- Clear verbal and written communication
- Strong troubleshooting and logical thinking
Preferred Qualifications
- Experience with an IT Service Management (ITSM) tool (e.g., ServiceNow).
- Basic knowledge of Active Directory, user access provisioning, or identity management.
- Exposure to ITIL concepts or Service Desk best practices.
- CompTIA A , ITIL Foundation, or similar entry‑level certifications (or working toward).
ESSENTIAL PHYSICAL FUNCTIONS:
- Frequent lifting up to 30 lbs.
DIRECT REPORTS:
- None
TRAVEL:
- Up to 20%