Position Details

Salary $19 – $23 USD / year

Type Not Specified

Experience entry

Exp. Years 1 – 2 years

Education Minimum High school diploma or equivalent combination of education and experience in Information Technology

Category IT Support & Helpdesk

About this role

IT Support Analyst I provides first-level IT support via phone, chat, and email; performs remote troubleshooting, documents issues, and escalates unresolved problems while partnering with leadership to improve support processes.

Key Responsibilities

Serve as the first point of contact for technical assistance
Perform remote troubleshooting
Determine best solution
Walk customer through problem-solving process
Direct unresolved issues to next level

Technical Overview

Windows and Mac OS support, MS Office/Office 365, ServiceNow, remote access, ticketing systems, IT service management principles

Ideal Candidate

An entry-level IT support analyst with 1-2 years of experience, strong customer service and troubleshooting skills, proficient with Windows and Mac OS, ServiceNow, and Office 365. Willing to obtain HDI certification within 1 year of hire.

Must-Have Skills

Minimum High school diploma or equivalentHDI certification required within 1 year of hire1 – 2 years IT technical support via phonechat and/or emailExceptional customer service and troubleshooting skillsProficiency in Windows operating systems and common business applicationsKnowledge of networking concepts and enterprise ticketing systems

Nice-to-Have Skills

HDIMCPNetwork+ and A+ certifications preferred

Tools & Platforms

ServiceNowWindowsMacOSOffice 365MS Office

Required Skills

Minimum high school diploma; IT support experience; WindowsMac OS; ServiceNow; Office 365; ticketing systems; SDLC basics; customer service

Hard Skills

Windows operating systemMac OSDesktopsLaptopsPrintersServersMS Office productsO365Remote accessServiceNowTicketing systems

Soft Skills

Customer serviceTroubleshootingCommunicationTeamworkDocumentation

Certifications

Required

HDI certification

Preferred

MCPNetwork+A+

Industry & Role

Industry Fintech

Job Function Deliver first-level IT support to employees and clients, resolving issues or routing to appropriate teams

Role Subtype IT Support Specialist

Tech Domains ServiceNow, Windows, Mac OS, Microsoft 365

Clearance & Visa

Visa Sponsorship No

Keywords for Your Resume

IT Support Analyst IRemoteServiceNowWindowsMac OSO365HDIMCPNetwork+A+customer servicetroubleshootingpassword resetsincident managementticketing systemIT service managementremote troubleshootinglogphoneschatOffice 365

Deal Breakers

Sponsorship required, HDI certification not attainable within 1 year, Lack of Windows/Mac OS proficiency

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IT Support Analyst I - REMOTE

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