Support Analyst (Tier 1)
March 21 2025
Industries
Energy
Categories Analyst, Help Desk,
Burlington, ON • Full time
The IT Support Analyst (Tier 1) is the first point of contact for all IT-related issues and provides essential
support to end-users. This role involves troubleshooting hardware, software, and network issues,
managing user accounts, and maintaining a high level of customer satisfaction.
Key Responsibilities:
1. Frontline Technical Support:
support to end-users. This role involves troubleshooting hardware, software, and network issues,
managing user accounts, and maintaining a high level of customer satisfaction.
Key Responsibilities:
1. Frontline Technical Support:
- Provide first-level technical support for desktops, laptops, printers, mobile devices, and software applications via phone, email, and in-person.
- Diagnose and resolve basic hardware and software issues, escalating more complex problems to Tier 2 or Tier 3 support when necessary.
- Log all incidents and service requests in the IT ticketing system, ensuring accurate and detailed documentation.
- Assist with user onboarding and offboarding processes, including setting up accounts, configuring hardware, and providing initial user training.
- Manage user accounts, permissions, and access rights in Active Directory and other systems.
- Follow standard operating procedures for troubleshooting and resolving common technical issues.
- Assist users with email configuration, software installation, password resets, and basic network connectivity problems.
- Maintain a high level of customer service and ensure timely resolution of user issues.
- Communicate clearly and effectively with end-users, providing updates on the status of their requests and guiding them through solutions.
- Assist in tracking and managing IT assets, including hardware and software inventory.
- Perform routine maintenance and updates on end-user devices to ensure optimal performance
- Collaborate with other IT team members to learn and share knowledge on new technologies, tools, and processes.
- Participate in team meetings and training sessions to stay updated on the latest IT support practices.
- Diploma or certification in Information Technology, Computer Science, or a related field.
- 1-2 years of experience in an IT support role, preferably in a Tier 1 capacity.
- Basic understanding of Windows and Mac OS environments, Microsoft Office Suite, and network fundamentals.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills, with a customer-focused approach.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
Similar offers
Searching...