Technical Support Analyst

Contributes to the IT Support job family in a support capacity. Provides guidance, assistance, coordination, and follow-up on questions, problems, or malfunctions related to systems applications, hardware, and software supported by the IT department. Responds to telephone inquiries regarding support needs, processing or request procedures, system status, network connectivity, and various hardware and software issues. Records inquiries, repair requests, and service tickets, resolves issues when possible, or directs them to the appropriate technical team or vendor. Tracks the status of requests and follows up to ensure satisfaction. Escalates issues to senior staff when solutions are unclear. Reports procedural problems and suggests improvements. Completes assigned work (documents, analysis, tasks, output) within agreed time and quality targets. Works independently, prioritizes tasks, and meets deadlines. Work is subject to review by more experienced IT Support professionals.

Preferred Knowledge and Skills:

• Strong knowledge of Microsoft operating systems and Microsoft Office
• Understanding of networking switches and data networks
• Familiarity with IP telecommunications systems
• Ability to analyze problems and use sound judgment in identifying solutions
• Strong communication skills when working with customers and IT staff
• At least 1 year of PC/LAN technical or equivalent experience preferred
• Strong customer service aptitude—both verbal and written
• Self-motivated, team-oriented, empathetic, innovative, and operates with integrity
• Willingness to continuously enhance technical skills through education, training, and collaboration
• 1 to 3 years of relevant experience
• Associate degree and/or equivalent work experience in technology, hospitality, retail, or other customer-focused fields is highly valued
• A certification or equivalent education, training, or experience