Hybrid Tier 1 IT Support Analyst

Knights of Columbus; New Haven (CT); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Knights of Columbus is seeking a Tier 1 IT support specialist to provide first-line assistance for office technology services, including computers, mobile devices, and printers. You will troubleshoot issues, guide users, and escalate requests when needed.

The role focuses on delivering high-quality customer service, maintaining documentation, and contributing to knowledge base updates to improve support efficiency. A strong foundation in IT and clear communication are essential.

Qualifications

• 2–5 years of IT experience including leading/supervising technology service and support teams or an equivalent combination of training and experience.
• A+, Network+, MSDT, or equivalent professional certification or demonstrated experience.
• Associate’s in computer science preferred or BS in Business Administration/Info Tech focus.

Responsibilities

• Answers support requests and provides telephone assistance to customers; provides technical advice, guidance, and informal training to customers using hardware and software programs.
• Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• Escalates and coordinates service requests accordingly, with associated documentation or troubleshooting steps included.
• Recommends procedures and controls for problem prevention.
• Identifies trends and/or gaps in service as discovered.
• Creates and updates knowledge articles that are relevant to support processes.

Skills

Problem solving

Communication skills

Interpersonal skills

Education

A+, Network+, MSDT or equivalent

Associate’s in computer science or BS in IT

Tools

Bomgar

Active Directory

Office 365

Teams

OneDrive

Windows

Mac OS

Job description

Knights of Columbus is seeking a Tier 1 IT support specialist to provide first-line assistance for office technology services, including computers, mobile devices, and printers. You will troubleshoot issues, guide users, and escalate requests when needed.

The role focuses on delivering high-quality customer service, maintaining documentation, and contributing to knowledge base updates to improve support efficiency. A strong foundation in IT and clear communication are essential.