Tech Support Analyst — First-Call Resolution, Hybrid

GlobalPoint; Blackstone (VA); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading IT support provider is seeking a Technical Support Analyst to manage incoming technical requests and resolve issues. The role requires proficiency in Windows and macOS environments, with strong communication skills necessary for interacting with non-technical users. You will contribute to knowledge base growth, document interactions, and handle remote troubleshooting. Ideal candidates possess an Associate's degree in IT or equivalent experience, alongside strong customer service skills.

Qualifications

• Hands-on experience troubleshooting Windows/MacOS environments and common hardware.
• Basic understanding of IT security principles and data privacy standards.

Responsibilities

• Act as the primary filter for incoming technical requests.
• Maintain detailed logs of all interactions in our ITSM.
• Use remote desktop tools to troubleshoot software installations.
• Recognize when a problem is beyond scope and escalate appropriately.
• Contribute to internal 'How-To' guides.

Skills

Communication Skills

Empathy & Patience

Active Listening

Clear Communication

Multitasking

Education

Associate's degree in Information Technology

Tools

ServiceNow

Windows 10/11

macOS

Microsoft 365

Job description

A leading IT support provider is seeking a Technical Support Analyst to manage incoming technical requests and resolve issues. The role requires proficiency in Windows and macOS environments, with strong communication skills necessary for interacting with non-technical users. You will contribute to knowledge base growth, document interactions, and handle remote troubleshooting. Ideal candidates possess an Associate's degree in IT or equivalent experience, alongside strong customer service skills.