Service Support Analyst

You will provide elevated technical support and consultation for hardware, software, and networking systems via phone, email, and ticketing systems.

Responsibilities

• Research and analyze non-routine technical issues to resolve or escalate them to the next level.
• Document detailed incident information into IT Service Management applications using ITIL methodology.
• Provide advanced troubleshooting for desktop hardware, software, and network connectivity.
• Translate complex technical issues into understandable terms for non-technical users.
• Maintain proactive customer relationships through education and clear communication.

Required Skills

• 2 years of experience in a call center or Service Desk environment.
• 2 years of experience using ServiceNow.
• 2 years of experience troubleshooting desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
• Advanced troubleshooting skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365.
• Strong proficiency in hardware, software, network connectivity, and email systems.
• Solid understanding of ITIL methodology and IT Service Management.
• Effective verbal and written communication skills, including proficient typing and grammar.
• Ability to follow complex technical procedures and organize detailed documentation.
• Associate degree in computer information technology, networking, or a related field, or equivalent experience.

Preferred Skills

• HDI Support Center Analyst certification.
• ITILv3 Foundation certification.
• A+ certification.