IT Software Support Analyst

CBIZ Talent Solutions; Lower Providence Township (PA); On-site; USD 55,000 - 65,000; Full time

Job summary

CBIZ Talent Solutions is assisting our national franchise client in their search for a remote IT Software Support Analyst. You will serve as the first point of contact for end users, delivering timely technical support and customer service across proprietary software.

This role emphasizes diagnosing, resolving, and documenting incidents, with clear escalation and follow-up to ensure user satisfaction and smooth operations. Travel is limited, and the base salary range is provided.

Qualifications

• Experience in IT service desk or call center.
• Bachelor’s degree in an IT related field or equivalent experience.
• Self-motivated with a focus on customer service.
• Ability to prioritize workload and manage multiple tasks.
• Ability to document user issues and troubleshooting steps for non-technical users.
• Strong problem-solving and analytical skills.
• Excellent communication skills and phone etiquette.
• Incident management experience with business expectations and updates.
• Knowledge of Windows 10+ and Office 365; understanding of CRM platforms.

Responsibilities

• Provide excellent customer service for all support queries via phone and ticketing system.
• Create detailed work logs and technical documentation in the ticketing system.
• Perform remote troubleshooting and diagnostic questioning to resolve issues.
• Escalate unresolved calls to Senior Analysts and Supervisors and set follow-up expectations.
• Take ownership of user problems and provide timely progress updates.
• Create user accounts, reset passwords, assign security rights, and assist with database maintenance.

Job description

CBIZ Talent Solutions is assisting our national franchise client in their search for a remote IT Software Support Analyst.

Position Overview

The IT Support Analyst serves as the first point of contact for end users, delivering timely, high-quality technical support and customer service across proprietary software and may handle hardware and system-related issues. This role is responsible for diagnosing, resolving, and documenting incidents while ensuring clear communication, proper escalation, and consistent follow-up to maintain user satisfaction and operational efficiency.

Essential Resp onibilities

• Provide excellent customer service for all support queries and adhere to all service management principles.
• Act as the first point of contact to provide helpdesk support, via phone, computer, and through the ticketing system, for issues related to mainly proprietary desktop software with some hardware and peripherals incidents as well.
• Work within the ticketing system to create detailed work logs and technical documentation.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine and provide the best solutions based on the issues as diagnosed and details provided by the customer.
• Escalate unresolved calls/tickets to the Senior Analysts and Supervisor as needed. As well as setting customer expectations for follow-up (i.e., when to expect follow-up contact and by whom).
• Take ownership of user problems, follow up on the status of problems on behalf of the user, and communicate progress promptly.
• Creating user accounts, resetting passwords, assigning security rights, database maintenance & support, and other duties as assigned.

Qualifications

• Previous IT Service Desk or Call Center experience.
• Bachelor’s degree in an IT related field or equivalent experience.
• Self-motivated achiever who gains satisfaction from providing excellent customer service.
• Ability to handle and self-prioritize workload to ensure needs are met.
• Ability to maintain and produce user and troubleshooting documentation for technical and non-technical end users.
• Strong problem-solving and analytical skills are required.
• Excellent communication skills and phone etiquette.
• Incident Management experience – Managing incidents, including business expectations and communication.
• Knowledge of Microsoft-based operating systems with an emphasis on Windows 10 and up, and Office 365/Microsoft Dynamics.
• Knowledge of CRM-based platforms.

Travel

• This role might require limited travel to corporate events that help promote engagement and learning for our corporate team members.

Annual base salary: $55,000-$65,000 - overtime eligible.

CBIZ Talent & Compensation Solutions is an Equal Opportunity Employer.
CBIZ Talent & Compensation Solutions does not discriminate on the basis of race, ancestry, national origin, color, religion, sex, gender identity, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.