IT Support Analyst: 1st/2nd Line, ITSM & End-User Training

AESSEAL Inc.; Rockford (TN); On-site; USD 60,000 - 85,000; Full time

Job summary

AESSEAL Inc. is seeking an IT Support Analyst to provide 1st/2nd line support for North American users from our Rockford, Tennessee facility. You will troubleshoot hardware, software, and network issues, log incidents, and ensure timely resolutions while collaborating with cross-functional teams.

The role requires installing updates, maintaining systems, and documenting incidents for future reference. Strong communication and a customer-focused mindset are essential for success in this position.

Qualifications

• Educational background in IT or related field preferred.
• Experience installing and configuring hardware and software.
• Familiarity with ITIL/ISO processes is a plus.

Responsibilities

• Provide 1st/2nd line IT support to North American users.
• Log incidents promptly and accurately in the helpdesk system.
• Back up daily operations and monitor network health.
• Install updates and new hardware/software.
• Document tickets and resolutions for knowledge base.
• Escalate complex issues to senior IT teams as needed.
• Train users on new software or hardware.

Skills

Communication

Collaboration

Innovation

Problem-Solving

Adaptability

Data Literacy

Technology Knowledge

Internet Knowledge

Mobile/Smartphone Technologies

Antivirus/Backup Software

Network Fundamentals

Cybersecurity Awareness

Technical Analysis

Education

Relevant IT qualification/certification

Tools

Active Directory

Microsoft 365

Helpdesk Software

Windows OS

Adobe Suite

MDM software

Job description

AESSEAL Inc. is seeking an IT Support Analyst to provide 1st/2nd line support for North American users from our Rockford, Tennessee facility. You will troubleshoot hardware, software, and network issues, log incidents, and ensure timely resolutions while collaborating with cross-functional teams.

The role requires installing updates, maintaining systems, and documenting incidents for future reference. Strong communication and a customer-focused mindset are essential for success in this position.