Technical Support Analyst I

The Planet Group; Providence (RI); On-site; USD 60,000 - 63,000; Full time

Benefits offered by this job

Vacation 3 weeks

Cell phone stipend

401(k) plan

Training opportunities

Onsite Providence, RI

On-call rotation

Job summary

The Planet Group is seeking a Technical Support Analyst I to join its IT team in Providence, Rhode Island. This hands-on, user-facing role provides technical assistance to attorneys, managers, and staff in a fast-paced professional environment.

Schedule: Monday–Friday, 8:00 AM–5:00 PM, with on-call rotation. The ideal candidate has 1–4 years in Service Desk/Help Desk/Desktop Support and strong Windows/Microsoft 365 skills, plus excellent customer service and communication.

Qualifications

• 1–4 years of experience in Service Desk/Help Desk/Desktop Support/Technical Support.
• Strong Windows and Microsoft 365 troubleshooting and support.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-level technical support via phone, email, walk-up, and ticketing system.
• Troubleshoot Windows PCs, Microsoft 365 apps, Outlook, Teams, and printers.
• Diagnose hardware, software, connectivity, and configuration issues.
• Document steps, resolutions, and user communications; close tickets per SLAs.
• Escalate complex issues to appropriate teams when needed.
• Assist with onboarding/offboarding and equipment deployment.
• Support conference rooms and video conferencing equipment.
• Communicate status and next steps to users; manage multiple tickets.

Skills

1–4 years experience

Microsoft Windows

Microsoft 365

Customer service

Communication skills

Help desk experience

Tools

Ticketing system

Job description

Schedule: Monday–Friday, 8:00 AM–5:00 PM, with participation in an on-call rotation

Our client is seeking a Technical Support Analyst I to join their IT team in Providence, Rhode Island. This is a hands-on, user-facing IT support role providing technical assistance to attorneys, managers, and staff in a fast-paced professional environment.

The ideal candidate is an early-career IT professional with 1–4 years of Service Desk, Help Desk, Desktop Support, or Technical Support experience who combines strong technical troubleshooting skills with excellent customer service and communication.

What You'll Do

• Provide first-level technical support via phone, email, walk-up assistance, and the IT ticketing system.
• Troubleshoot Windows PCs, Microsoft 365, Outlook, Teams, Word, Excel, OneDrive, printers, mobile devices, and other business applications.
• Diagnose and resolve hardware, software, connectivity, peripheral, and configuration issues.
• Create, update, prioritize, document, and close tickets in accordance with Service Desk procedures and SLAs.
• Document troubleshooting steps, resolutions, and user communications accurately.
• Escalate complex issues to appropriate Service Desk, Network, Security, or application-support teams.
• Support employee onboarding, offboarding, and role changes, including equipment, accounts, software, and access.
• Image, configure, deploy, replace, and recover laptops, desktops, and peripherals.
• Install approved software and updates and assist users with device configuration.
• Provide support for conference rooms, Teams Rooms, video conferencing, and related technology.
• Communicate clearly with users regarding issue status, expected resolution, and next steps.
• Manage competing priorities and interruptions in a fast-paced environment.
• Participate in occasional after-hours, weekend, holiday, and on-call support rotations.

Required Qualifications

• 1–4 years of experience in Service Desk, Help Desk, Desktop Support, Technical Support, or a similar IT support role.
• Strong working knowledge of Microsoft Windows.
• Hands-on experience supporting Microsoft 365, including Outlook, Teams, Word, Excel, and OneDrive.
• Experience troubleshooting laptops/desktops, printers, peripherals, mobile devices, software installations, device configurations, basic networking/connectivity, and remote-access tools.
• Experience using a ticketing or incident-management system.
• Strong documentation skills, including troubleshooting steps, resolutions, and user communications.
• Experience with hardware deployment, imaging, configuration, replacement, or recovery.

Key Attributes

• Strong customer-service mindset with a professional, solutions-oriented approach.
• Patient and comfortable assisting users with varying levels of technical knowledge.
• Excellent verbal and written communication skills.
• Able to manage multiple tickets, interruptions, and changing priorities.
• Good judgment when determining when to troubleshoot independently versus expand.
• Detail-oriented and comfortable following established procedures and checklists.
• Understands the importance of confidentiality and security when handling user and client information.
• Eager to learn new technologies, applications, and processes.

Nice to Have

• Experience with time-entry systems.
• Microsoft or other relevant IT certifications.
• Exposure to Microsoft Intune, Entra ID/Azure AD, Active Directory, or endpoint management.
• Experience with Windows imaging and deployment tools.
• Experience supporting conference rooms, Teams Rooms, AV, or video-conferencing technology.
• Experience supporting executives, attorneys, or other high-priority users.
• Familiarity with formal SLAs and ITIL/service-management processes.

What Our Client Offers

• Competitive salary of $60,000–$62,500.
• 3 weeks of vacation.
• Cell phone/internet stipend.
• Strong 401(k) plan.
• Training and professional certification opportunities.
• Opportunities for continued technical growth and development.
• Onsite: 5 days per week in Providence, RI.
• Business professional dress required in the office.
• Occasional travel between offices.
• Participation in a on-call rotation.
• Background and reference checks required.