Information Technology Support Analyst

Troy Consulting is an IT and management consultancy built to define strategies, streamline processes, and leverage data to help organizations achieve measurable success and reach their goals. We are seeking an Information Technology Support Analyst to work fully remotely.

At Troy Consulting, we are more than a workplace; we are a dynamic community that values its people. When you join us, you become part of a team that not only offers competitive health and 401k benefits but also invests in your growth through our successful Delivery Excellence Program. But that is just the beginning – we believe in nurturing strong bonds within our team. Please check out our website at www.troy-consulting.com to learn more!

What will you be doing?

• Monitor global IT break/fix ticket queue health and identify trends indicating unhealthy conditions (e.g., backlog growth, aging tickets).
• Analyze ticket status using Power BI and other tools to provide actionable insights.
• Alert ITPS, DC Ops, and stakeholders when queue trends require intervention, enabling proactive management.
• Escalation & Override Management.
• Review break fix escalations from Engineering Groups and provide timely responses.
• Assess and execute manual override requests for break/fix tickets to maintain prioritization integrity.
• Coordinate with DC Ops and break/fix partners to resolve escalations and reduce backlog.
• Collaboration & Reporting.
• Work with the Project Manager to review prioritization escalations and align on improvement plans.
• Provide data analysis and reporting to DC Ops and leadership to support decision-making.
• Communicate queue health status and escalation outcomes to stakeholders.
• Operational Support.
• Assist in adjusting resource allocation during peak demand periods (e.g., GPU service spikes).
• Help ensure coverage for incident management and escalations.
• Support implementation of scalable ticket management processes to maintain business continuity and SLA compliance.
• Maintain healthy break/fix ticket queues by proactively managing escalations and overrides.
• Support restoration of services during peak demand to meet SLA targets and customer expectations.
• Enable early detection and resolution of queue bottlenecks to prevent incidents and maintain operational capacity.
• Contribute to scalable, efficient ticket management processes that build partner trust and ensure consistent delivery.
• Proactively monitor global datacenter break/fix ticket queue health to detect trends and prevent issues.
• Identify key insights and changes and report findings to stakeholders for timely action.
• Support break/fix escalations related to the prioritization program, ensuring SLA compliance.
• Analyze ticket data to resolve prioritization escalations and recommend improvements.
• Execute manual ticket prioritization using standard processes and procedures when required.
• Collaborate with the Project Manager to mature and optimize the prioritization program for scalability and efficiency.

What you should bring to the table:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 3–5 years of experience in IT operations, service management, or support roles.
• At least 3 years of experience in delivering technology and business solutions in hyperscale, mission-critical datacenter operations.
• Strong analytical skills with proficiency in Power BI, and data visualization tools.
• Ability to manage competing priorities in a fast-paced, dynamic environment.
• Excellent communication and collaboration skills for cross-functional engagement.
• Familiarity with IT service management processes and ticketing systems.

Compensation & Benefits:

Salary Range: $23.00-$25.00/hour

Health & wellness: Medical, dental, vision, mental health

Financial: 401(k) with company match

Time off: PTO accrual

Equal Employment Opportunity Statement:

Troy Consulting is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital or veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

Troy Consulting complies with all applicable laws governing non-discrimination in employment in every location in which we operate. We believe that diversity fuels innovation, and we are dedicated to fostering an environment where all individuals feel valued, respected, and empowered to thrive.

Notice to Recruiters/Headhunters and Staffing Agencies:

It is Troy Consulting’s intent and preference to directly recruit potential job candidates. We do not accept unsolicited third-party agency resumes. Resumes submitted through this website by third party agencies will be considered unsolicited, and Troy Consulting will not be obligated to pay a referral fee.