Analyst-Jobs in United States

IT Support Agent

The IT Support Analyst provides 1st and 2nd line technical support across multiple locations and platforms, acting as a key point of contact for IT-related incidents and requests. This hybrid role combines front-line support in Tech Lounges with remote Service Desk responsibilities, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities:

Technical Support & Incident Management

• Provide 1st and 2nd line support via phone, email, chat, and in-person.

• Log, analyze, and resolve incidents and service requests using the ITSM system.

• Deliver desk-side and Tech Lounge support including hardware setup, repairs, printing, AV, and video conferencing.

• Support mobile platforms, Windows and Mac OS, MS Office, and enterprise applications.

• Perform user administration and access management tasks.

Customer Service & Communication

• Ensure a professional, courteous, and consistent level of service.

• Communicate effectively with users, team members, and management.

• Promote a customer-centric environment with outstanding service delivery.

Collaboration & Knowledge Sharing

• Work closely with Infrastructure, and other IT teams.

• Contribute to support documentation, known error records, and solution articles.

• Share knowledge to enhance team capability and service quality.

Monitoring, Analysis & Improvement

• Undertake proactive service monitoring and participate in project activities.

• Identify recurring issues and assist in root cause analysis and problem management.

• Recommend and implement process improvements to enhance service delivery.

Operational Support

• Maintain accurate records and documentation.

• Participate in after-hours support rotations.

• Support asset management and ensure compliance with IT policies.

Skills & Experience:

• CompTIA A+ / N+, Microsoft Certifications (MCSE/MCSA/MCP).

• Minimum 3 years of IT support experience.

• Strong technical knowledge and troubleshooting skills.

• Experience with call logging systems and ITSM tools.

• Excellent verbal and written communication.

• Ability to prioritize tasks under pressure and work independently or in a team.

Desirable:

• Service Desk Foundation certification.

• Experience supporting AV equipment and printers.

Personal Attributes:

• Self-motivated, proactive, and resilient.

• Detail-oriented with strong analytical skills.

• Confident and approachable with a team-player mindset.

• Committed to continuous improvement and knowledge sharing.