IT Support Analyst

United States·Reports Into RochesterFull-Timemid

OtherIt Support Analyst

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Key Responsibilities

Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issues Provide clear, concise,

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OtherIt Support Analyst

~1 min read

→Assist customers via email, phone, and chat to troubleshoot and resolve day-to-day IT issues
→Provide clear, concise, and timely communication to internal and external stakeholders throughout the life of a ticket
→Proactively detect, troubleshoot, and resolve issues affecting customer systems, coordinating with and escalating to Engineering when necessary
→Monitor a shared ticket queue and work tickets in order of priority and urgency, meeting SLA commitments
→Provide hands-on desktop and end-user support (hardware, software, Microsoft 365) for our traditional IT services customers
→Build foundational AWS troubleshooting skills, assisting with cloud support tickets as your experience grows
→Leverage a growing library of operational runbooks to help solve problems and identify opportunities to improve them
→Provide off-hours support on a rotational basis

1-3 years of related IT experience
Ability to clearly follow processes and procedures, and make sound decisions
Experience with ticketing/helpdesk systems like Autotask, ConnectWise, JIRA, ZenDesk, or similar
Desktop and end-user troubleshooting experience (Windows, Microsoft 365, and common business applications)
Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Exposure to cloud platforms (AWS or similar) is a plus, but not required — we’ll teach you the rest
A positive attitude, a passion for dealing with customers, and a knack for problem solving

~1 min read

You enjoy digging into customer problems and driving them to a successful resolution
You know your limits and aren’t afraid to escalate or ask for help
You’re curious about cloud computing, AI, and the broader tech industry, and eager to keep learning
You communicate clearly and professionally, even when a customer is frustrated
You stay organized and manage your time well across a busy ticket queue
You’re comfortable supporting both traditional on-prem IT and cloud-based environments, and motivated to grow your AWS skills over time