Technology Analyst I

Be a part of a transformational journey with innovative talent and leading edge technologies!

Join our team
Step into the future of IT with one of the leading managed service providers in the industry! Join our exciting new division, where we're transforming how businesses approach technology.

This entry-level role offers you the chance to be part of a dynamic, rapidly evolving field—working alongside a passionate team committed to innovation, growth, and excellence.

Together, we'll shape the future of IT services, supporting small and medium businesses with cutting-edge solutions. Ready to kickstart your career in a place where your potential is unlimited?"

Here's the impact you'll make and what we'll accomplish together

• In this role, you'll be at the heart of our client support operations, ensuring smooth and efficient service delivery. A typical week will have you:
• Triaging and dispatching incoming support requests from clients, ensuring each issue is routed to the right technical resource and tracked through to resolution. Your work here directly impacts client satisfaction and service efficiency.
• Monitoring and managing open support tickets, coordinating with technical staff to facilitate escalations and adjust priorities. You'll help keep the team focused on the most urgent needs, ensuring clients receive timely and effective solutions.
• Communicating with clients throughout the support process, providing clear updates on the status of their requests. You'll help clients feel supported and valued, ensuring their needs are met and that they are fully satisfied with the outcome.
• Collaborating with Client Services Managers to address service-related concerns, fostering strong relationships between our internal teams and clients. Your proactive approach will ensure we maintain a high level of service excellence.
• Reviewing and refining open ticket queues alongside the technical team to ensure no issues go unresolved. You'll help streamline workflows and ensure continuous progress toward resolution.
• Documenting service requests thoroughly in our problem tracking system, ensuring all details, time entries, and solutions are accurately logged. You'll help create a knowledge base that empowers the entire team to resolve issues more efficiently.
• Providing Tier 1 technical support, working directly with clients to troubleshoot and resolve their issues. By diagnosing problems and researching solutions, you'll be a key player in delivering direct assistance to users, ensuring minimal disruption to their business.
• Guiding users through technical difficulties by offering training and advice, helping them become more confident in their tech use. You'll not only solve their problems but also empower them to prevent future ones.

What you bring
Technical

• Microsoft Windows Server, Exchange Server, SQL Server, Remote Desktop Services, Active Directory, Azure, AVD, 365
• Familiarity with ITIL framework
• A+ knowledge/certification or better

Personal

• Adaptability: Adjust schedule and priorities in a fast-paced work environment
• Attention to detail: Correctly document tickets and ensure all information is up to date
• Integrity: Demonstrate sound judgment when making decisions and solving problems
• Professionalism: Provide outstanding customer service with a positive attitude, on phone
• Time management: Work calmly under pressure, set priorities, and complete tasks efficiently

Great-to-haves

• Experience in client facing computer troubleshooting
• PSA Software Experience
• Organization: Effectively track and manage responsibilities