IT Support Analyst

Tricon Solutions; Cranberry Township (Butler County); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking an IT Support Analyst to join their dynamic team. This role involves providing critical end-user support and troubleshooting within a leading IT Service Management team. The successful candidate will engage in proactive system monitoring, ensuring timely resolution of technical issues while adhering to ITIL best practices. This is an exciting opportunity to contribute to a well-respected client in the paints manufacturing sector, where your skills in problem-solving and communication will be valued. Join a collaborative environment that prioritizes service quality and continuous improvement.

Qualifications

• 1-3 years in technical support or IT helpdesk roles.
• Knowledge of ITIL standards and practices.

Responsibilities

• Provide intermediate-level end-user support and troubleshooting.
• Proactively monitor systems and document issues.

Skills

ITIL Standards

Technical Support

Troubleshooting

Analytical Skills

Communication Skills

Education

Bachelor's Degree in IT

Tools

Desktop Tools/Utilities

Server OS Management

IT Networking

Call Center Technologies

Job description

Join to apply for the IT Support Analyst role at Tricon Solutions

Position Details

• Position: Service Analyst Associate III
• Location: 400 Bertha Lamme Drive, Cranberry Township, PA 16066 (Hybrid)
• Type: 4-Month Contract on W2
• Schedule: Hybrid – Onsite Tue/Wed/Thu; Remote Mon/Fri
• Training: 3 days onsite at Cranberry location before hybrid schedule begins

Criminal Background Check and Drug Test are Required

Job Summary

The Service Analyst Associate III plays a critical role within the IT Service Management team at our top Paints manufacturing client. This team is responsible for end-user support and proactive monitoring of computer systems, adhering to ITIL best practices including Incident, Problem, and Knowledge-centered support.

Key Responsibilities

1. Provide intermediate-level end-user support and IT system troubleshooting
2. Identify, research, and resolve technical issues
3. Respond to requests via phone, email, and other channels
4. Proactively monitor systems using specialized tools
5. Document, track, and ensure timely resolution of issues
6. Deliver advanced support and problem-solving directly to customers
7. Participate in initiatives to improve service quality and responsiveness
8. Set and monitor personal performance goals

Required Qualifications

• Bachelor's degree in IT or a related field
• 1–3 years in technical support or IT helpdesk roles
• Knowledge of ITIL standards and practices
• Desktop tools/utilities
• Server OS and management
• IT networking and voice systems
• IT security and disaster recovery
• Process control/monitoring systems
• Call center technologies

Preferred Skills

• Advanced troubleshooting and problem-solving
• Completion of IT Entry Logic and Problem-Solving Test (preferred)
• Excellent analytical, communication, and documentation skills
• Ability to work independently and in a team setting
• Experience supporting a diverse user base
• Willingness to work rotating shifts and holidays if required
• Commitment to safety and security standards in office/retail settings

Success Factors

• Strong attention to detail
• Clear communication and knowledge sharing
• Ability to manage complexity and multitask
• Proactive problem-solving and critical thinking
• Ownership and accountability for tasks

Additional Details

• Seniority level: Entry level
• Employment type: Contract
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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