IT Service Support Analyst/Remote

Job Description IT Service Support Analyst Location-Remote Job Summary

The IT Service Support Analyst provides first- and second-level technical support to end users, ensuring timely resolution of IT incidents and service requests. This role is responsible for troubleshooting hardware, software, network, and application issues while delivering high-quality customer service and maintaining agreed service levels.

Key Responsibilities

• Provide technical support to end users via phone, email, chat, and ticketing systems.
• Log, track, prioritize, and resolve incidents and service requests in accordance with SLAs.
• Diagnose and troubleshoot hardware, software, operating system, network, and application issues.
• Escalate complex incidents to appropriate support teams when required.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
• Support user account management, password resets, and access requests.
• Assist with onboarding and offboarding activities, including equipment setup and account provisioning.
• Maintain accurate ticket updates, documentation, and knowledge base articles.
• Monitor recurring issues and contribute to problem identification and resolution.
• Support software deployments, upgrades, and system maintenance activities.
• Ensure compliance with IT policies, security standards, and operational procedures.
• Participate in after-hours or on-call support as required.
  
  

Required Qualifications

• Bachelor's degree, diploma, or equivalent qualification in Information Technology, Computer Science, or a related field.
• Experience using IT ticketing and service management tools.
  
  

Required Skills

• Technical troubleshooting and problem-solving
• Windows and Microsoft 365 support
• Active Directory and user account administration
• Hardware and software support
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN)
• Incident and request management
• Customer service orientation
• ITSM/ticketing tools (e.g., ServiceNow, Jira Service Management, Remedy)
• Documentation and knowledge management
• Strong communication and interpersonal skills
  
  

Preferred Certifications

• ITIL Foundation
• Microsoft Certified Fundamentals or Associate Certifications
• CompTIA A+
• CompTIA Network+ (preferred)