Tech Support Pro - Frontline IT & User Access

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

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.