IT Support Analyst

As an IT Support Analyst, you'll be the front line of technical support — helping customers resolve day-to-day IT issues across email, phone, and chat while keeping tickets moving through a shared queue on time and on SLA. You'll troubleshoot desktop, end-user, and Microsoft 365 problems for our traditional IT services customers, escalate to Engineering when needed, and build foundational AWS cloud support skills as your experience grows. In this role, you'll work directly with customers and internal teams to deliver clear, timely communication throughout the life of every ticket — ensuring issues are resolved efficiently, customer satisfaction stays high, and our operational runbooks keep improving along the way.

What You'll Do:
Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issues
Provide clear, concise, and timely communication to internal and external stakeholders throughout the life of a ticket
Proactively detect, troubleshoot, and resolve issues affecting customer systems, coordinating with and escalating to Engineering when necessary 
Monitor a shared ticket queue and work tickets in order of priority and urgency, meeting SLA commitments
Provide hands-on desktop and end-user support (hardware, software, Microsoft 365) for our traditional IT services customers
Build foundational AWS troubleshooting skills, assisting with cloud support tickets as your experience grows
Leverage a growing library of operational runbooks to help solve problems and identify opportunities to improve them 
Provide off-hours support on a rotational basis 
 

Required Skills:
1-3 years of related IT experience
Ability to clearly follow processes and procedures, and make sound decisions 
Experience with ticketing/helpdesk systems like Autotask, ConnectWise, JIRA, ZenDesk, or similar 
Desktop and end-user troubleshooting experience (Windows, Microsoft 365, and common business applications) 
Basic understanding of networking fundamentals (TCP/IP,...