Service Support Analyst

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

Responsibilities

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

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 with Microsoft Office suite, O365, desktop hardware/software, network connectivity, and network printing.
• Strong understanding of ITIL methodology and technical documentation.
• Excellent verbal and written communication skills, including proficient typing and grammar.
• Ability to follow complex technical procedures and work under general supervision.
• Associate degree in computer information technology, networking technology, or a related curriculum.

Preferred Skills

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