Tech Support Analyst

Fusion HCR; Birmingham (AL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health benefits (not specified)

Job summary

Fusion HCR is seeking an IT Support Analyst to provide front-line technical assistance for employees, ensuring access to necessary technology to perform duties efficiently. The role serves as the first point of contact for technical questions, diagnosing issues, and documenting activity while escalating when needed.

The ideal candidate will have a bachelor’s degree in IT/CS or related field, with strong troubleshooting, Windows, networking, and familiarity with AD, VoIP, ServiceNow, and Cisco.

Qualifications

• Bachelor's degree preferred in Information Technology, Computer Science, or related field.
• Entry-level candidates encouraged to apply; equivalent education or hands-on experience considered.

Responsibilities

• Provide day-to-day technical support for computers, laptops, peripherals, applications, and network connectivity.
• Monitor and respond to help desk requests via phone, ticketing systems, and other channels.
• Assist with onboarding and new employee technology setup.
• Troubleshoot hardware, software, connectivity, and user-access problems and determine resolutions.
• Investigate recurring issues and research potential solutions.
• Maintain documentation of troubleshooting steps, resolutions, equipment, and requests.
• Escalate issues requiring extra expertise while owning resolution.
• Assist with IT projects, system implementations, and equipment management.
• Perform additional IT support responsibilities as needed.

Skills

Troubleshooting

Technical support

Windows

Networking

Active Directory

VoIP

ServiceNow

Cisco

Documentation

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Ticketing systems

Job description

On behalf of our client— Fusion HCR is seeking aTech Support Analystfor a preferred company.

IT Support Analyst

The IT Support Analyst provides front-line technical assistance to employees and helps ensure users have the technology and access needed to perform their jobs effectively. This position serves as an initial resource for technical questions and problems, diagnosing issues, providing solutions, documenting activity, and escalating matters when additional expertise is required.

Responsibilities

• Provide day-to-day technical support for computers, laptops, peripherals, applications, and network connectivity.
• Monitor and respond to incoming help desk requests through phone, ticketing systems, and other support channels.
• Assist with new employee technology setup, account access, equipment deployment, and onboarding activities.
• Troubleshoot hardware, software, connectivity, and user-access problems and determine the appropriate resolution.
• Investigate recurring or more complex technical issues and research potential solutions.
• Maintain accurate documentation of troubleshooting steps, resolutions, equipment, and user requests.
• Escalate issues that require additional technical expertise while maintaining ownership through resolution.
• Assist with IT projects, system implementations, equipment management, and other departmental initiatives.
• Perform additional IT support responsibilities as needed.

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Entry-level candidates are encouraged to apply; equivalent education, training, certifications, or hands-on technical experience may be considered.

Qualifications

• Strong troubleshooting and problem-solving abilities.
• Comfortably supporting users with varying levels of technical knowledge.
• Ability to quickly learn new technologies, applications, and procedures.
• Strong organizational skills with the ability to prioritize multiple support requests.
• Clear and professional written and verbal communication.
• Customer-focused approach with strong interpersonal skills.
• Working knowledge of Windows environments, networking, hardware, software, and common productivity applications.
• Familiarity with technologies such as Active Directory, VoIP, ServiceNow, Cisco, and network monitoring tools is a plus.
• Ability to work independently while knowing when to elevate technical issues.

Ready to build a real career in Technology?