IT Operations Support Analyst – Tier 1

This is a fully remote position, open to applicants in United States.

📋 Description

• Triage and resolve internal user issues, elevating support matters to the relevant personnel as necessary.

• Serve as the primary support for hardware, software, and administrative challenges.

• Address user requests via phone and IT service management systems, delivering white-glove customer service.

• Assess, respond to, and prioritize service requests through ticketing systems, phone calls, and chat communications.

• Conduct research, troubleshoot, and ensure timely and comprehensive resolution of issues.

• Communicate plans, updates, and issues to the relevant personnel while following up with end users.

• Document issues in the standard ticketing system and maintain a historical record of problems.

• Troubleshoot both proprietary and third-party software and applications.

• Provide support for desktops, laptops, tablets, payment terminals, and retail technology.

• Assist with VIP-level requests, ensuring an elevated level of customer service.

• Occasionally travel to headquarters and retail locations for training or special projects.

• Follow established company processes and report any discrepancies.

⛳️ Requirements

• High School diploma or equivalent experience is mandatory.

• A minimum of 1 year of verifiable technology support experience is required.

• Familiarity with Microsoft and iOS operating systems.

• Experience with Active Directory is necessary.

• Basic understanding of networking concepts.

• Industry-standard N+ / A+ / S+ certifications are preferred.

• Capability to perform repetitive hand/eye movements.

• Ability to sit for extended periods.

• Proficiency in utilizing a monitor/screen for prolonged durations.

• Willingness to travel 1–10% of the time.

• Full-time availability is required; workdays and hours will depend on business needs.

• An Associate's degree in a technical field is preferred.

🏝️ Benefits

• Opportunity for additional hours based on project demands or business requirements.

• Flexible remote work environment.

• Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.