Technical Support Analyst

The Technical Support Analyst will provide reliable and effective IT support services, ensuring consistent and high-quality end-user support. This long-term contract role involves hands-on support for site IT infrastructure, including troubleshooting and maintenance of computers, mobile devices, printers, and A/V equipment. The analyst will collaborate with Lead Technicians, monitor IT issues, coordinate with external service providers, and maintain accurate documentation, contributing to continuous improvement initiatives and IT projects.

Must Have

• Deliver hands-on support for site IT infrastructure and end-user services
• Troubleshoot and maintain desktop/laptop computers, mobile devices, printers, and A/V equipment
• Collaborate with Lead Technicians to ensure site-level IT environments are maintained
• Monitor and manage IT issues within assigned areas, taking ownership of resolution
• Coordinate with external service providers for end-user services and proactive maintenance
• Maintain accurate tracking and documentation of end-user issues
• Work closely with Infrastructure and Network teams to understand and support systems
• Support the implementation and compliance of IT processes related to service delivery and facilities
• Participate in regular IT service delivery meetings and contribute to continuous improvement initiatives
• Escalate high-severity or recurring issues to appropriate levels
• Ensure timely follow-up and communication with users and IT peers regarding service requests
• Participate in IT projects and initiatives as needed
• Bachelor’s degree, technical certification, or equivalent experience in IT or related field
• 3+ years of experience in a technical support or IT service role
• Self-motivated and proactive, with the ability to take initiative, contribute ideas, and lead small projects
• Strong commitment to customer service with effective communication and prompt issue resolution
• Basic understanding of IT facilities and infrastructure (Data centers, Video conferencing, Access control, Copy/print, HVAC/UPS, Cabling)
• Proven ability to resolve technical issues efficiently
• Familiarity with SLAs and performance metrics
• Excellent verbal and written communication skills across all organizational levels
• Understanding of company objectives and how IT supports business units and departments
• Strong interpersonal, team collaboration, and facilitation skills
• Effective organizational and project management capabilities
• Ability to work in high-altitude environments

Job Description

Our client is seeking a Technical Support Analyst for a long-term contract opportunity (with strong possibilities to convert full-time). The Technical Support Analyst will provide reliable and effective IT support services, ensuring consistent and high-quality end-user support. This role supports IT operations in alignment with established Service Level Agreements (SLAs) for assigned areas of responsibility.

DUTIES: Deliver hands-on support for site IT infrastructure and end-user services, including troubleshooting and maintenance of:

• Desktop and laptop computers
• Mobile devices and phones
• Printers and peripheral devices
• Audio/Visual equipment
• Other related IT hardware.
• Collaborate with Lead Technicians to ensure site-level IT environments—including voice/data networks, servers, and storage—are properly maintained and supported, especially in remote site locations.
• Monitor and manage IT issues within assigned areas, taking ownership of resolution and driving issues to closure.
• Coordinate with external service providers to support end-user services and perform proactive/preventative maintenance on IT infrastructure.
• Maintain accurate tracking and documentation of end-user issues, ensuring timely resolution and closure.
• Work closely with Infrastructure and Network teams to understand and support systems.
• Support the implementation and compliance of IT processes related to service delivery and facilities.
• Participate in regular IT service delivery meetings and contribute to continuous improvement initiatives.
• Escalate high-severity or recurring issues to appropriate levels.
• Ensure timely follow-up and communication with users and IT peers regarding service requests and tasks.
• Participate in IT projects and initiatives as needed.

REQUIREMENTS:

• Bachelor’s degree, technical certification, or equivalent experience in IT or related field.
• 3+ years of experience in a technical support or IT service role.
• Self-motivated and proactive, with the ability to take initiative, contribute ideas, and lead small projects independently.
• Strong commitment to customer service with the ability to communicate effectively, resolve issues promptly, and maintain a positive user experience.
• Basic understanding of IT facilities and infrastructure, including:
• Data centers and communication rooms
• Video conferencing systems
• Access control systems
• Copy/print services
• HVAC/UPS systems
• Cabling.
• Proven ability to resolve technical issues efficiently.
• Familiarity with SLAs and performance metrics.
• Excellent verbal and written communication skills across all organizational levels.
• Understanding of company objectives and how IT supports business units and departments.
• Strong interpersonal, team collaboration, and facilitation skills.
• Effective organizational and project management capabilities.
• Work Schedule: Monday through Thursday, 6:00 AM to 4:30 PM
• Must be able to work in high-altitude environments
• Microsoft Intune & MDM: Device enrollment, policy management, troubleshooting, and support for Windows-based endpoints.
• Windows OS & Mac OS: Installation, configuration, and support.
• Microsoft 365 Suite: Outlook, Teams, Word, Excel, PowerPoint SharePoint.
• Active Directory: User account management, group policies.
• Networking Basics: TCP/IP, DNS, DHCP, VPN setup and troubleshooting.
• Hardware Support: Desktops, laptops, printers, mobile devices, A/V equipment.
• Remote Support Tools: Experience with tools like SCCM, TeamViewer, or similar.
• Ticketing Systems: Familiarity with platforms like ServiceNow, Jira, or Zendesk.
• ITIL Foundations: Understanding of incident, problem, and change management.
• Security Awareness: Basic understanding of endpoint protection and data security practices.