IT Support Analyst I

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

📋 Description

• Deliver first-level IT support to employees and clients via telephone, chat, email, and ServiceNow.

• Manage incidents and service requests by utilizing incident management and request fulfillment processes.

• Diagnose issues related to hardware, software, computer devices, components, network devices, and network connectivity.

• Handle password resets, software problems, system and network statuses, change inquiries, and general technical queries.

• Adhere to knowledgebase articles and utilize remote access, third-party administrative applications, email, and phone tools.

• Act as the initial point of contact for customers seeking technical support.

• Conduct remote troubleshooting using diagnostic techniques and relevant inquiries.

• Identify solutions and guide customers through the problem-solving process.

• Escalate unresolved issues to higher-level support personnel.

• Provide accurate information regarding IT products and services.

• Document events, issues, and resolutions in logs; follow up and update customer information accordingly.

• Communicate customer feedback and suggestions to relevant internal teams.

• Recognize and propose procedural enhancements.

• Engage in computer data recovery operations and initiatives for continuous improvement.

• Collaborate closely with leadership to enhance customer support and satisfaction.

⛳️ Requirements

• Required: Minimum high school diploma or an equivalent combination of education and experience in Information Technology, Computer Science, or a related field.

• Preferred: HDI, MCP, Network+, and A+ certifications.

• HDI certification must be obtained within one year of hire.

• 1–2 years of experience in providing IT technical support via phone, chat, and/or email is preferred.

• Familiarity with Microsoft Windows Operating System, Mac OS, desktops, laptops, MS Office products, MS O365, vendor-supplied software platforms, computer hardware, network devices, and network connectivity.

• Availability to work Monday through Thursday, 7 AM to 6 PM EST.

• This position is not eligible for sponsorship at this time.

🏝️ Benefits

• Competitive wages.

• Medical coverage including telemedicine options.

• Dental and Vision plans.

• Basic and Optional Life Insurance.

• Paid Time Off (PTO).

• Maternity, Parental, and Family Care leave.

• Community Volunteer Time Off.

• 12 Paid Holidays.

• Company-paid Disability Insurance.

• 401k plan with employer matching.

• Health Savings Accounts (HSA) with company contributions.

• Flexible Spending Accounts (FSA).

• Supplemental Insurance options.

• Mental Health and Well-being support through the Employee Assistance Program (EAP).

• Tuition Reimbursement.

• Wellness program.

• Remote-first, flexible work environment.