Service Support Analyst

You will provide elevated technical support and consultation for hardware, software, operating systems, telephony, and unified communications systems.

Responsibilities

• Research and analyze non-routine technical problems to determine resolution or escalation paths.
• Provide advanced technical support via phone, email, and ticketing systems.
• Document detailed incident and service request information within IT Service Management applications.
• Translate complex technical issues into understandable terms for non-technical users.
• Maintain proactive customer relationships by providing user education and troubleshooting assistance.

Required Skills

• 2-4 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.
• Proficiency in ITIL methodology for incident and service request management.
• Strong ability to research, analyze, and resolve complex technical tasks independently.
• Excellent verbal and written communication skills, including proficient typing and grammar.
• Associate degree in Computer Information Technology, Networking Technology, or a related curriculum.

Preferred Skills

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