Support Analyst I

You Have (Requirements)

• A Diploma or bachelor’s degree.
• 2+ years of work experience in any field
• Excellent verbal and written communication skills with a customer service ethic.
• Great phone personality.
• A solid understanding of the troubleshooting process.
• Ability to prioritize and triage incoming requests.
• A robust desire to learn new skills and grow professionally.
• Humility to ask for help when you’re in over your head.
• General familiarity with computers and modern operating systems
• Ability to work from home (Quiet environment, reliable power, and internet)
• Ability to follow directions.

You Ideally Have (Preferred Qualifications)

• Familiarity with ticketing systems
• Specific knowledge of Windows and other Microsoft products
• Expertise in Microsoft Office
• Experience writing documentation.
• Previous IT or call center experience
• Strong skills in using analogies to explain technical topics to non-technical users.
• Understanding of Microsoft Azure, specifically Intune

You Will (Job Responsibilities)

• Provide first-touch for new trouble tickets submitted by our clients by email or phone.
• Own client communications for tickets as they pass through the ticketing system to resolution.
• Troubleshoot any and all technologies our clients use, including those which you have never seen before.
• Seek assistance from colleagues and experts to assist you with cases beyond your technical abilities.
• Proactively learn new technologies and train other staff members them.