IT Support Analyst

High School Diploma or GED.

Formal education in Information Technology a plus.

Minimum three (3) years of experience in applications or IT technical support.

Previous experience supporting enterprise applications, required.

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Interprets, analyzes, diagnoses, documents, and resolves Level 1 and Level 2 IT issues related to internally supported hardware, peripherals, and software systems.

Responds to Level 1 and Level 2 incoming calls and service tickets to provide technical support and guide end users through step-by-step solutions.

Provides company-wide support through multiple communication channels, including but not limited to in-person, email, chat, phone, and/or remote support tools (e.g., emote Help, Remote Control Viewer, TeamViewer).

Creates incident and/or service request using ServiceNow ticketing system to document user interactions.

Monitors and follows up on open or resolved tickets, scheduled hardware and software upgrades, and tickets escalated to other support teams to ensure timely progress and resolution.

Prioritizes requests and incidents in ticket queues to ensure timely resolution and compliance with service level agreements (SLAs). Follows Incident Management Workflow for ticket routing procedures.