Senior IT Support Analyst

About The Role

We are seeking a highly motivated and technically skilled Senior IT Support Analyst to join our team. This role combines advanced technical support, process improvement, mentoring, and AI-driven innovation to enhance the overall Partner experience and support operations.

The ideal candidate will bring strong troubleshooting expertise across hardware, software, and network environments, along with a passion for leveraging technology and continuous improvement to drive efficiency and business value.

Skills Needed Applies AI and Technology

• Identifies opportunities to boost efficiency and add value using AI and technology.
• Embraces and applies digital innovations and technology solutions to build business.
• Eagerly learns and integrates new technologies where they matter most.
  
  

Provides Customer Value

• Delivers cutting-edge, technology-driven solutions paired with outstanding customer service while maintaining a focus on profitability.
• Seizes opportunities that reward both the customer and the business, fostering strong customer relationships.
  
  

Communicates Effectively

• Develops and delivers impactful communications for diverse audiences across multiple channels.
• Excels in both small and large group interactions.
• Captures attention, actively listens, and guides discussions toward targeted goals.
  
  

Solves Problems

• Uses technology and logical thinking to develop innovative solutions to complex issues.
• Investigates root causes and conducts objective analysis to deliver comprehensive insights.
  
  

Technical & Leadership Skills

• Demonstrated advanced technical troubleshooting skills across hardware, software, and network environments, with the ability to diagnose and resolve complex issues efficiently.
• Strong process improvement mindset, applying documentation, standardization, and continuous improvement to enhance support workflows.
• Proven collaboration and mentoring capability, supporting junior Partners while building trust and alignment with cross-functional teams.
  
  

What You'll Do and Impact

• Lead initiatives that improve team productivity through process optimization, documentation, and knowledge sharing.
• Leverage and enhance AI-driven tools and workflows to enable Partners to independently resolve common issues.
• Identify trends in support requests and recommend solutions that reduce ticket volume and improve response times.
• Collaborate with Technology and other internal teams to resolve high-impact issues and drive continuous improvement.
• Execute advanced workstation imaging, hardware diagnostics, software deployment, and network troubleshooting.
• Maintain and improve internal documentation to ensure accuracy, clarity, and accessibility for Partners.
• Mentor junior analysts by providing guidance on troubleshooting, Partner communication, and prioritization.
• Contribute to or lead strategic, client-related initiatives with a focus on timely delivery and measurable outcomes.
  
  

Experience

• 3 5 years of IT support, desktop support, or related technical support experience.
• Demonstrated experience providing informal leadership, coaching, or mentorship.
• Hands-on experience with AI tools, automation, scripting, or workflow optimization in a support environment preferred.
• Associate's or Bachelor's degree in MIS, Computer Science, or a related field preferred, or equivalent practical experience.
  
  

Preferred Qualifications

• Strong technical troubleshooting and problem-solving abilities.
• Experience supporting enterprise hardware, software, and networking environments.
• Excellent written and verbal communication skills.
• Ability to balance multiple priorities in a fast-paced environment.
• Passion for process improvement, documentation, and knowledge sharing.
• Interest in emerging technologies, AI tools, and automation solutions.