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Key Responsibilities and Required Skills for Tech Support Analyst

💰 $45,000 - $65,000

Information TechnologyIT SupportCustomer ServiceTech Support

🎯 Role Definition

As a Tech Support Analyst, you will be the first point of contact for all internal technology-related issues. Your primary mission is to provide outstanding end-user support, troubleshoot complex problems, and maintain our IT infrastructure's health and stability. This role is crucial for minimizing downtime and empowering our employees with the tools they need to succeed. You will be a key player in managing our hardware and software assets, supporting IT projects, and championing best practices in a fast-paced, technology-driven environment.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician
  • IT Intern / Apprentice
  • Customer Service Representative (with a strong technical aptitude)

Advancement To:

  • Senior Tech Support Analyst / Tier 3 Support
  • System Administrator
  • Network Administrator
  • IT Team Lead

Lateral Moves:

  • Junior System Administrator
  • IT Project Coordinator
  • Quality Assurance (QA) Tester

Core Responsibilities

Primary Functions

  • Provide comprehensive first and second-level technical support for all hardware, software, and network-related incidents and service requests from end-users.
  • Diagnose, troubleshoot, and resolve complex technical issues related to desktops, laptops, mobile devices (iOS/Android), printers, and other peripherals.
  • Manage the full lifecycle of support tickets within our ITSM platform (e.g., ServiceNow, Jira), ensuring timely resolution and communication in line with established Service Level Agreements (SLAs).
  • Perform user account administration, including creation, modification, and termination, within Active Directory, Azure AD, and various SaaS applications.
  • Install, configure, and maintain operating systems (Windows 10/11, macOS) and a wide range of enterprise software applications.
  • Set up, deploy, and configure new employee hardware and workstations, including system imaging, data migration, and software installation.
  • Develop and maintain detailed technical documentation, knowledge base articles, and user-friendly guides for common issues and standard operating procedures.
  • Conduct end-user training sessions and provide one-on-one guidance on new software, hardware, and IT security best practices.
  • Troubleshoot and resolve network connectivity issues for both on-site and remote users, including LAN, Wi-Fi, and VPN access problems.
  • Collaborate effectively with senior IT personnel, including System Administrators and Network Engineers, to resolve escalated and more complex infrastructure issues.
  • Provide hands-on and remote support for audio/visual (A/V) equipment in conference rooms, ensuring seamless operation for virtual and in-person meetings.
  • Maintain an accurate and up-to-date inventory of all IT assets, including hardware, software licenses, and peripherals, using asset management systems.
  • Enforce IT security policies and procedures, assisting in the response to security incidents, malware detection, and remediation efforts.
  • Participate in IT projects, including office moves, technology upgrades, system migrations, and new service rollouts as a key technical resource.
  • Monitor system alerts and performance metrics proactively, identifying and addressing potential issues before they impact the user base.
  • Perform routine system maintenance tasks, such as applying software patches, executing updates, and verifying system backups.
  • Manage and support corporate mobile devices through Mobile Device Management (MDM) platforms like Microsoft Intune or Jamf Pro.
  • Administer and provide support for the company's VoIP phone system and unified communications platforms like Microsoft Teams or Cisco Webex.
  • Evaluate and test new hardware and software technologies to assess their suitability and potential benefit for the organization.
  • Provide rotational on-call support to respond to critical, after-hours IT emergencies and incidents.

Secondary Functions

  • Generate and analyze reports from the ticketing system to identify recurring issues, track performance metrics, and pinpoint areas for service improvement.
  • Contribute to the ongoing refinement of IT support processes, standards, and best practices to enhance efficiency and user satisfaction.
  • Assist in vendor management activities, including coordinating with hardware and software vendors for support and procurement.
  • Participate in regular team meetings, sprint planning sessions, and agile ceremonies to align on priorities and team goals.

Required Skills & Competencies

Hard Skills (Technical)

  • Deep proficiency in troubleshooting modern operating systems, including Windows 10/11 and macOS.
  • Hands-on experience with user and group administration in Active Directory and/or Azure Active Directory.
  • Strong administrative knowledge of the Microsoft 365 ecosystem, including Exchange Online, SharePoint, and Teams.
  • Expertise using and configuring IT Service Management (ITSM) ticketing systems such as ServiceNow, Jira Service Desk, Zendesk, or Freshservice.
  • Solid understanding of networking principles, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
  • Proven ability to troubleshoot and repair PC/Mac hardware, mobile devices (iOS/Android), and various peripherals.
  • Experience with remote access and support tools like RDP, TeamViewer, BeyondTrust, or LogMeIn.
  • Familiarity with endpoint protection software (antivirus/anti-malware) and fundamental IT security best practices.
  • Experience with endpoint management and deployment tools (e.g., Microsoft Intune, SCCM/MECM, Jamf Pro).
  • Basic scripting knowledge, particularly with PowerShell, for automating repetitive administrative tasks.
  • Knowledge of VoIP telephony systems and unified communications platforms.

Soft Skills

  • Exceptional analytical and problem-solving abilities with a logical, methodical approach.
  • Superior verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
  • A strong customer-centric mindset with a high degree of empathy, patience, and professionalism.
  • Excellent organizational and time-management skills, capable of prioritizing tasks effectively in a fast-paced environment.
  • High level of adaptability and a continuous desire to learn and master new technologies.
  • Strong sense of ownership and accountability for assigned tasks and responsibilities.
  • Collaborative team player who also possesses the discipline to work independently with minimal supervision.
  • Meticulous attention to detail to ensure accuracy and quality in all work performed.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent professional experience, combined with relevant technical certifications.

Preferred Education:

  • Bachelor's Degree in a technology-related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Management Information Systems

Experience Requirements

Typical Experience Range: 2-4 years of experience in a technical support, help desk, or service desk role.

Preferred:

  • Experience providing support within a corporate environment of 200+ users.
  • Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or ITIL Foundation are highly desirable.
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