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Role Description

The Technical Support Analyst I serves as the primary point of contact for internal technology support requests. This role provides technical assistance in a Windows-based environment, troubleshooting hardware, software, and access issues while delivering responsive remote support for employees across the organization. This position is ideal for someone who enjoys solving technical problems, supporting end users, and contributing to a collaborative IT support team.

• Serve as the first point of contact for internal technology support requests
• Troubleshoot and resolve hardware, software, and system access issues
• Provide remote support for end-user devices and peripherals in a Windows-based environment
• Ensure timely resolution of support requests in accordance with service standards
• Manage user accounts including onboarding, offboarding, and access requests
• Coordinate workstation setup and remote hardware support
• Partner with approved vendors for equipment repair or replacement
• Maintain asset inventory and lifecycle records
• Manage and track support requests within the help desk ticketing system
• Document issues, solutions, and troubleshooting steps
• Prioritize requests and escalate complex technical issues when necessary
• Maintain internal documentation and knowledge base resources
• Participate in team meetings, training, and continuous improvement efforts
• Collaborate with vendors and internal teams to ensure effective service delivery

Qualifications

• High School Diploma or GED required
• Vocational or Technical Degree preferred
• Minimum 3 years of experience supporting Windows-based systems
• Experience troubleshooting hardware, software, and access issues
• Experience working with help desk or ticketing systems preferred
• Preferred Certifications: CompTIA IT Fundamentals (ITF+), CompTIA A+ (completed or in progress), Google IT Support Certificate
• Strong troubleshooting and technical problem-solving skills
• Intermediate written and verbal communication skills
• Ability to provide professional customer-focused support
• Strong organizational and documentation skills
• Ability to manage multiple requests in a remote environment
• Foundational knowledge of systems management and IT support tools
• Strong work ethic, reliability, and professionalism

Benefits

• Medical, dental and vision insurance
• Paid time off for vacation, illness, and volunteering
• Retirement savings plan with employer contribution
• Adoption financial assistance
• Paid parental leave
• And much more!

Physical Requirements & Work Environment

• This position is primarily remote and performed in a home-based setting, requiring reliable internet access and a workspace free from significant distractions.
• The role involves frequent use of computers, phones, and virtual communication tools.
• Employees must be able to sit for extended periods and communicate effectively.
• Some positions may require operating a motor vehicle for business purposes; in such cases, employees must maintain a valid driver’s license and meet the organization’s driving eligibility requirements.
• Occasional travel may be required for meetings, training, or other work-related events.
• Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions.