Rapid-Response IT Support Analyst (Hybrid)

Thriveon; Eden Prairie (MN); Hybrid; USD 42,000 - 47,000; Full time

Benefits offered by this job

Medical & Dental Insurance

401K with 4% match

3 Weeks PTO plus Holidays

Hybrid work environment

Job summary

Thriveon is seeking a Quick Response Analyst to triage inbound client requests and resolve tickets to client satisfaction. The role supports Microsoft Windows and Office 365 environments with strong customer service skills.

The position is hybrid in-office and remote, with benefits including insurance, 401K match, PTO and holidays. Ideal candidates will have 6–12 months in a technical field and an associate's degree in a related area.

Qualifications

• 6–12 months experience in a relevant technical field.
• Associate's degree in CS or related field preferred.
• Experience with Windows, Office 365, and general application support/troubleshooting.
• Knowledge of small to mid-size business IT systems.
• Outstanding customer service skills.
• Rapid decision maker with good prioritization.
• Detail oriented with strong documentation skills.
• Able to communicate in non-technical terms to clients.
• Authorized to work in the United States without sponsorship.

Responsibilities

• Handle inbound client calls and tickets, triaging to the appropriate team.
• Gather information to make requests actionable before escalation.
• Determine if requests are existing issues, new functionality, or related to projects.
• Resolve quick requests (e.g., login) within 30 minutes with high satisfaction.
• Update ticketing system and documentation portal with notes.
• Contribute to standardization and help reduce issues/time-to-resolution.
• Keep Time Entries and Expenses up to date for billing.
• Participate in daily huddles and weekly meetings.
• Pursue 1 hour of continuing education per week to improve skills.

Skills

Customer service

Decision making

Attention to detail

Non-technical communication

Education

Associate's degree in computer science or related field

Tools

Microsoft Windows

Office 365

Job description

Thriveon is seeking a Quick Response Analyst to triage inbound client requests and resolve tickets to client satisfaction. The role supports Microsoft Windows and Office 365 environments with strong customer service skills.

The position is hybrid in-office and remote, with benefits including insurance, 401K match, PTO and holidays. Ideal candidates will have 6–12 months in a technical field and an associate's degree in a related area.